Sr. Software Engineer (CSM_Integration Developer)

Roles & Responsibilities :

Perform daily maintenance, administration, and troubleshooting on the Service Now platform.

• Focus on implementing CSM Modules, configuring Agent workspace and Integrating APIs with third party systems.
• Monitor and ensure system stability and performance.
• Configure and maintain workflows, business rules, UI policies, and UI actions.
• Customize Service Now forms and fields based on business needs.
• Provide support and resolution for issues related to Service Now.
• Collaborate with stakeholders to improve ITIL processes within Service Now.
• Manage Service Now upgrades, patches, and hotfixes.
• Ensure that customizations are compatible with new platform versions.
• Conduct testing and validation of upgrades before deployment.
• Integrate Service Now with other tools and systems (e.g., Active Directory, monitoring tools).
• Implement automation processes using workflows, Flow Designer, and Orchestration.
• Generate and maintain dashboards and reports for key stakeholders.
• Provide technical support and training to users of the Service Now platform.
• Create and update user documentation and knowledge base articles.

Educational qualification:

• Bachelor’s degree in Computer Science, Information Technology, or related field.

Experience :

• Experience with Service Now Orchestration, Virtual Agent, or Service Portal.
• Experience with Service Now Flow Designer, Integration Hub, Scripted REST APIs.
• Experience with CSM Modules implementation.

Mandatory/requires Skills :

• Experience with Service Now Flow Designer, Integration Hub, Scripted REST APIs.
• Experience with CSM Modules implementation
• Strong experience with sync processes, reconciliation logic, async processing
• Solid understanding of automation governance (auditability, logging, traceability)
• AI agent enablement mindset (task orchestration, confidence scoring, human-in-the-loop design)
• Experience with Service Now integrations (REST/SOAP) and web services.
• Strong knowledge of JavaScript, HTML, CSS, and other web technologies.

Preferred Skills :

• Service Now Developer Certification or any related Service Now certifications.

• Experience with Service Now Orchestration, Virtual Agent, or Service Portal.

• Experience with Service Now Flow Designer, Integration Hub, Scripted REST APIs.

• Familiarity with other ITSM tools and platforms.

• Experience with Agile methodologies and DevOps practices.

• 2-4 years' experience in Service Now CSM development, configuring Agent workspace and Integrating APIs with third party systems.