Overview

hybrid (link removed) Cloud & Infrastructure Required Skills ServiceNow ITSM Glide Script Job Description About the Role We are seeking a Senior Software Engineer specializing in ServiceNow Customer Service Management (CSM) to design, develop, integrate, and support customer and business-service workflows. The role will enable scalable case management, customer operations, invoice-processing experiences, service portals, workspaces, integrations, automation, and AI-enabled customer service. What You'll Do CSM Solution Engineering Design and configure CSM case management, customer and consumer models, entitlements, agreements, SLAs, assignment, routing, and escalation workflows. Develop CSM Workspace, portals, catalogs, playbooks, notifications, knowledge, and digital service experiences. Build scoped-application components using JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer, and Integration Hub. Invoice Processing & Enterprise Integrations Design workflows supporting invoice requests, exceptions, approvals, status visibility, customer communications, and operational handoffs. Integrate CSM with finance, ERP, CRM, identity, document, notification, and other enterprise platforms using secure APIs and MID Server patterns. Support data migration, customer master alignment, transform maps, reconciliation, testing, releases, and production stabilization. AI-Enabled Customer Service Apply Now Assist, Virtual Agent, AI Search, Predictive Intelligence, AI Agent Studio, Now Assist Skill Kit, and Build Agent to CSM workflows. Improve case summarization, classification, routing, knowledge discovery, response quality, self-service, agent productivity, and customer experience. Define measurable adoption, quality, risk, deflection, turnaround-time, and business-value indicators. Engineering Excellence Translate customer-service and invoice-processing requirements into technical designs, user stories, and maintainable solutions. Perform code reviews, automated testing, troubleshooting, performance tuning, upgrade validation, and technical-debt remediation. Create technical documentation and mentor engineers on CSM architecture and ServiceNow development practices. What You'll Bring Technical Skills Deep hands-on expertise in ServiceNow CSM, case management, customer/consumer data models, entitlements, agreements, SLAs, CSM Configurable Workspace, knowledge, and portals. Strong JavaScript and Glide scripting skills with Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, scheduled jobs, and scoped applications. Experience with Flow Designer, Integration Hub, REST/SOAP APIs, MID Server, import sets, transform maps, Service Catalog, and Automated Test Framework. Knowledge of customer data security, domain or access controls, performance analytics, upgrades, release governance, and production support. AI & Automation Skills Now Assist: configure and apply generative AI capabilities to relevant module workflows and user experiences. AI Agent Studio: design, configure, test, and govern task-oriented AI agents for enterprise use cases. Virtual Agent: build conversational experiences, topics, routing, and self-service journeys. Predictive Intelligence: apply classification, similarity, clustering, and routing models to improve service operations. Now Assist Skill Kit: extend and tailor Now Assist skills for business-specific scenarios and governed outcomes. AI Search: configure search sources, relevancy, content experiences, and actionable knowledge discovery. Build Agent: use agent-assisted development capabilities to accelerate governed ServiceNow solution delivery. Certifications ServiceNow Certified System Administrator (CSA) required. ServiceNow Certified Application Developer (CAD) preferred. ServiceNow Certified Implementation Specialist - CSM preferred. Relevant ServiceNow Now Assist, Virtual Agent, or AI micro-certifications are advantageous. Qualifications Bachelor'