Job Title

ServiceNow CSM Technical LeadLocation: PAN India - Gurgaon, Bengaluru, Chennai, Hyderabad, Jaipur, Jodhpur, Kolkata, Madurai, Mumbai, New Delhi, Noida, Pune, WarangalWork Mode: HybridExperience: 6 – 11 yearsJob SummaryWe are seeking an experienced ServiceNow CSM Technical Lead to drive the design, development, and implementation of Customer Service Management (CSM) solutions on the ServiceNow platform. The ideal candidate will lead technical delivery, collaborate with stakeholders, and ensure best practices across the platform.Key ResponsibilitiesLead end-to-end implementation of ServiceNow CSM solutionsDesign scalable and efficient solutions aligned with business requirementsAct as a technical expert for CSM modules including Case Management, Knowledge Management, and Customer PortalCollaborate with business stakeholders, architects, and developersGuide and mentor development teamsEnsure adherence to ServiceNow best practices and coding standardsPerform code reviews and manage technical deliverablesIntegrate ServiceNow with third-party systems using REST/SOAP APIsTroubleshoot and resolve complex technical issuesSupport release management, upgrades, and platform optimizationRequired Skills & Qualifications6+ years of overall IT experience with 4+ years in ServiceNowStrong hands-on experience in ServiceNow CSM moduleProficiency in JavaScript, Glide API, Script Includes, Business Rules, Flow DesignerExperience in Service Portal / UI BuilderGood understanding of integrations (REST, SOAP, APIs)Experience with Agile/Scrum methodologiesStrong problem-solving and communication skillsPreferred QualificationsServiceNow CSM CertificationExperience in ITSM and other ServiceNow modulesExposure to domain separation, performance tuning, and security best practicesKey CompetenciesLeadership and team managementStakeholder communicationSolution design and architecture thinkingAnalytical and troubleshooting skills