ServiceNow CSM (Customer Service Management) Technical Lead

Duration : 6+ months with possibility of extension

Job Description :

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands‑on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high‑quality delivery in accordance with best practices and organizational goals.

Required Skills & Experience :

• 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
• Deep understanding of ServiceNow platform capabilities and architecture.
• 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).
• Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).
• Proficiency in integrations (REST / SOAP APIs, webhooks, etc.).
• Hands‑on experience with Agile methodologies and tools (ServiceNow Agile 2.0).

Certifications :

Roles & Responsibilities :

Top 3 Tech Skills :

ServiceNow CSM, ServiceNow Integrations, JavaScript / GlideScript

Top 3 Soft Skills :

Technical leadership, collaboration with stakeholders, problem‑solving mindset

Skills :

ServiceNow CSM, ITSM, FSM, HRSD, JavaScript, REST / SOAP, Agile, Workflow Configuration

Education :

About US Tech Solutions :

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on‑demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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