Millenilink is looking for a ServiceNow CSM Developer to support a customer-facing ServiceNow
CSM implementation for a leading consulting client.
This is a hands-on development role focused on delivering an MVP Customer Service
Management (CSM) solution. The architecture, requirements, workflows, and integrations have
already been defined, and the team is looking for someone who can jump into an active project,
take ownership of the build, and help drive the solution through to go-live.
Where You'll Make an Impact
- Build and configure ServiceNow Customer Service Management (CSM) solutions based
on existing requirements and solution designs.
- Configure and enhance case management, forms, workflows, SLAs, routing, channels,
and customer-facing processes.
- Develop and customize platform functionality using Business Rules, Client Scripts, Script
Includes, UI Policies, and Flow Designer.
- Support implementation of ServiceNow integrations and APIs, leveraging out-of-the-box
functionality where possible.
- Troubleshoot integration issues related to authentication, data mapping, and data flows.
- Work closely with internal delivery teams to complete remaining development and
configuration activities.
- Support testing, defect resolution, deployment activities, and MVP go-live readiness.
- Provide ongoing updates regarding development progress, risks, and blockers
throughout the engagement.
What You Bring
- Strong hands-on experience developing and implementing solutions within ServiceNow
Customer Service Management (CSM).
- Proven experience configuring case management, workflows, forms, SLAs, customer
portals, and related CSM capabilities.
- Strong knowledge of ServiceNow scripting, including Business Rules, Client Scripts, Script
Includes, and Glide scripting.
- Experience with Flow Designer, UI Policies, UI Actions, and ServiceNow data models.
- Experience working with REST APIs, integrations, Integration Hub, and authentication
methods.
- Ability to implement pre-defined technical designs and quickly contribute within an
existing project environment.
- Experience delivering solutions in fast-paced consulting engagements with aggressive
timelines.
- Strong communication skills and ability to work independently in a remote environment.
Nice to Have
- Experience with additional ServiceNow modules such as ITSM, HRSD, IRM, ITOM, or
SPM.
- Previous consulting experience with firms such as DeloiYe, Accenture, KPMG, EY, PwC,
CGI, IBM, Capgemini, Cognizant, or Infosys.
- Experience delivering reusable ServiceNow products, accelerators, or asset-based
solutions.
