ServiceNow Developer - CRM and CSM (WFH)

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 Responsibilities:

• Design, configure, and develop solutions on the ServiceNow platform across CRM, CSM, enterprise workflow modules, and custom applications.
• 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 Portals.
• Implement intelligent customer workflows using: Now Assist GenAI Skills AI Agents Configure workflows, business rules, client scripts, UI policies, script includes, catalogs, and integrations.
• Develop AI-powered customer support automation and conversational workflow solutions.
• Build and maintain scoped applications using ServiceNow Studio.
• Develop integrations using REST/SOAP APIs, IntegrationHub, MIDServer, and external CRM/enterprise systems.
• Support workflow orchestration across customer operations, support systems, and enterprise applications.
• Participate in CMDB, CI lifecycle management, and CSDM-aligned service modeling initiatives.
• Translate functional and technical requirements into scalable and efficient technical solutions.
• Ensure compliance with ServiceNow development best practices,
• security guidelines, and coding standards.
• Conduct unit testing, debugging, defect resolution, and technical troubleshooting.
• Participate in peer reviews and contribute to development governance standards.
• Support platform upgrades, enhancements, and release management activities.
• Participate in AI-driven customer workflow automation and enterprise integration initiatives. Contribute to reusable CRM workflow frameworks, accelerators, and automation assets.
• Participate in solution design workshops and technical discussions with customer operations and business teams.
• Support deployment, UAT, hypercare, and post-production stabilization activities.

Required Experience & Capabilities:

• 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 capabilities.
• Hands-on experience as a ServiceNow Developer in enterprise or consulting environments.
• Strong understanding of customer service operations, digital customer engagement, and CRM workflow automation.
• Expertise in: JavaScript Glide APIs Flow Designer Script Includes Business Rules Client Scripts UI Policies Integration Hub
• Strong experience with ServiceNow Customer Service Management(CSM) and related modules such as: CSM ITSM Service Catalog HRSDITOM Custom Applications
• Experience implementing: Case Management workflows Customer lifecycle workflows Omnichannel support experiences Customer self-service solutions
• Knowledge-driven support automation Experience with: Now Assist GenAI Skills AI Agents / Agentic Workflows AI Search (Any one)
• Predictive Intelligence Working knowledge of: CMDB architecture CSDM framework CI relationships Service Mapping concepts Familiarity with A2A and MCP-based AI integration approaches is an advantage.
• Understanding of scoped applications, update sets, CI/CD