CSM+ Servicenow Integrations

We are seeking a highly skilled ServiceNow CSM Integration Specialist with hands-on experience in implementing and integrating Customer Service Management (CSM) modules. The ideal candidate should possess a strong background in ServiceNow platform development, third-party integrations using REST/SOAP, and excellent understanding of customer support workflows.

Key Responsibilities:

Implement and customize ServiceNow CSM modules, including Case Management, Account Management, Customer Portals, and Virtual Agent.
Develop end-to-end integrations with third-party systems using REST/SOAP web services, IntegrationHub, and MID Servers.
Configure CSM-specific components such as Playbooks, Agent Workspace, Knowledge Management, SLAs, and Workflows.
Work closely with customer stakeholders to understand business processes and deliver scalable solutions.
Build reusable, scalable integration solutions across various systems (e.g., Salesforce, SAP CRM, external ticketing tools).
Manage data flows, authentication (OAuth 2.0, Basic Auth), error handling, and performance optimization for integrations.
Participate in Agile/Scrum ceremonies, including sprint planning, retrospectives, and daily standups.
Conduct unit testing and support Automated Test Framework (ATF) setup for regression coverage.
Mandatory Skills:

2+ years of hands-on experience with ServiceNow CSM and Integrations
Strong understanding of customer service workflows and case resolution
Proven experience in integration development using REST/SOAP APIs
Proficient with JavaScript, Glide APIs, Business Rules, Script Includes, and Flow Designer
Experience with OAuth 2.0, MID Servers, and IntegrationHub Spokes
Ability to work independently and in a collaborative Agile environment
Excellent communication skills (verbal and written)
Requirements:

5+ years total experience
4+ years as ServiceNow developer
2–3 years in CSM + Integration