Technical Lead

Develop and customize CSM components such as :

• Case Management
• Account & Contact Management
• Entitlements, SLAs, and Contract Management
• Customer Portal / Service Portal widgets
• Playbooks for CSM, Agent Workspace, and Guided Decisions
• Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.
• Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third-party CRMs).
• Proficiency in integrations (REST / SOAP APIs, webhooks, etc.).
• Hands‑on experience with Agile methodologies and tools (ServiceNow Agile 2.0).

Certifications

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Application Developer – Required
• ServiceNow Certified Implementation Specialist (CSM) – Required

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