Job Description

We are seeking a ServiceNow CSM Technical Lead with strong hands-on expertise to lead the design, development, and implementation of Customer Service Management solutions. The role requires deep technical knowledge of the ServiceNow platform, leadership experience, and the ability to integrate CSM with other ServiceNow modules and external systems.

Key Responsibilities & Skills:

  • 5+ years of ServiceNow experience, including 2+ years in a technical leadership role
  • Strong expertise in ServiceNow CSM, including Case Management, SLAs, Entitlements, Contracts, Customer/Service Portal, Playbooks, and Agent Workspace
  • Experience configuring workflows, business rules, client scripts, UI policies/actions, forms, and notifications
  • Strong scripting skills (JavaScript, GlideScript, Flow Designer)
  • Experience with integrations (REST/SOAP APIs) and cross-module integrations (ITSM, FSM, HRSD)
  • Hands-on experience with Agile method...

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