Job Title: ServiceNow Developer - CRM and CSM
Location: Philippines
Job Type: Permanent - Remote Position
Working Timing - US Time Zone
Scope of the Role
- :As a ServiceNow Developer – CRM, AI & Intelligent Workflow Automation, you will design, configure, and develop advanced solutions on the ServiceNow platform with a strong focus on Customer Service Management (CSM), CRM workflows, AI-driven automation, customer operations, and digital workflow transformation
- .You will closely work with architects, consultants, business stakeholders, and customer operations teams to translate business requirements into scalable, secure, and maintainable ServiceNow solutions leveraging modern platform capabilities including Now Assist, AI Agents, GenAI workflows, CSM capabilities, CMDB/CSDM, omnichannel engagement, and enterprise integrations
- .This is a hands-on development role with opportunities to contribute to innovation, reusable accelerators, AI-powered customer workflow solutions, and next-generation intelligent CRM experiences
.
Key Responsibilitie
- s:Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom application
- s.Develop and enhance Customer Service Management (CSM) workflows including: Case Management, Customer Interaction Management, Omnichannel Engagement, Knowledge Management, Service Request Automation and Customer Self-Service Portal
- s.Implement intelligent customer workflows using: Now Assist GenAI Skills AI Agents Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integration
- s.Develop AI-powered customer support automation and conversational workflow solution
- s.Build and maintain scoped applications using ServiceNow Studi
- o.Develop integrations using REST/SOAP APIs, IntegrationHub, MID Server, and external CRM/enterprise system
- s.Support workflow orchestration across customer operations, support systems, and enterprise application
- s.Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiative
- s.Translate functional and technical requirements into scalable and efficient technical solution
- s.Ensure compliance with ServiceNow development best practices, security guidelines, and coding standard
- s.Conduct unit testing, debugging, defect resolution, and technical troubleshootin
- g.Participate in peer reviews and contribute to development governance standard
- s.Support platform upgrades, enhancements, and release management activitie
- s.Participate in AI-driven customer workflow automation and enterprise integration initiatives. Contribute to reusable CRM workflow frameworks, accelerators, and automation asset
- s.Participate in solution design workshops and technical discussions with customer operations and business team
- s.Support deployment, UAT, hypercare, and post-production stabilization activitie
s.
Required Experience & Capabiliti
- es:5+ years of relevant ServiceNow platform development experience with expertise in CRM/CSM workflows, intelligent workflow automation, enterprise integrations, CMDB/CSDM implementations, and AI-powered ServiceNow capabiliti
- es.Hands-on experience as a ServiceNow Developer in enterprise or consulting environmen
- ts.Strong understanding of customer service operations, digital customer engagement, and CRM workflow automati
- on.Expertise in: JavaScript Glide APIs Flow Designer Script Includes Business Rules Client Scripts UI Policies Integration
- HubStrong experience with ServiceNow Customer Service Management (CSM) and related modules such as: CSM ITSM Service Catalog HRSD ITOM Custom Applicati
- onsExperience implementing: Case Management workflows Customer lifecycle workflows Omnichannel support experiences Customer self-service soluti
- onsKnowledge-driven support automation Experience with: Now Assist GenAI Skills AI Agents / Agentic Workflows AI Sea
- rchPredictive Intelligence Working knowledge of: CMDB architecture CSDM framework CI relationships Service Mapping concepts Familiarity with A2A and MCP-based AI integration approaches is an advanta
- ge.Understanding of scoped applications, update sets, CI
/CD
