Must Have Skills: ServiceNow CSM Components of ITSM. Scripting in ServiceNow [Business Rules, Client Scripts, Fix Scripts , Scheduled Jobs, Script Includes, UI Pages, UI Actions] Scripted REST APIs & Outbound REST APIs.

Experience with Performance Analytics & Interactive filters. Extensive hands-on experience in Service Portal.

Experience working on Custom applications. Nice to Have Skills:

Positive communication and leadership skills. Robust experience in interacting with stakeholders and end users, requirement gathering and analyzing solutions. Trained junior members of the team - classroom training as well as mentoring while working on client projects.

Planned roster and supervised direct subordinates. Maintaining an optimistic and enthusiastic approach, even in challenging situations. Being meticulous in tasks, ensuring accuracy, and minimizing errors.

Respecting and valuing diverse backgrounds, cultures, and perspectives Detailed ServiceNow CSM Solution Architect & Lead Developer with 10 years of experience designing and delivering scalable, secure, and business-driven ServiceNow solutions. Proven expertise in translating complex business requirements into effective Customer Service Management (CSM) solutions that enhance customer experience,



streamline operations, and improve service delivery • CSM Components: Case Management, Agent Workspace, Customer Service Portal, Entitlements, Contracts, SLAs, Account & Contact Management, Consumer Service Management, and Customer Interaction Management.
Integration Expertise: Scripted REST APIs, Outbound REST APIs, third-party integrations, and system automation.
ServiceNow Development: Business Rules, Client Scripts, Script Includes, UI Actions, UI Pages, Fix Scripts, Scheduled Jobs, Flow Designer, and Workflow Automation.
Workspace & Portal Development: Extensive hands-on experience in Agent Workspace, Service Portal, and customer-facing self-service solutions.
Performance & Reporting: Performance Analytics, Dashboards, Interactive Filters, and KPI-driven reporting.
Case Lifecycle Automation: Designing end-to-end customer service processes, escalation management, assignment rules, notifications, and SLA tracking.

Minimum

Years of Experience 10+

Certifications Needed: ITSM CSM Top 3 responsibilities

CSM

ServiceNow Solution Architect and Lead Developer with 10 years of experience

Scripting in ServiceNow

📌 Servicenow Architect Sydney (Australia)
🏢 Nityo Infotech
📍 Australia