Software Developer - ServiceNow

Strong hands-on experience with ServiceNow Customer Service Management (CSM).

Expertise in Case Management, Account/Contact Management, Entitlements, SLA, and Knowledge Management.

Proficiency in Flow Designer for workflow automation, case assignment, escalation, and resolution.

Experience configuring Virtual Agent, Predictive Intelligence, and AI Search.

Hands-on experience with Playbooks, Agent Workspace, and Guided Decisions.

Strong experience with ServiceNow integrations and REST/SOAP APIs.

Experience integrating CSM with Salesforce, SAP, or Microsoft Dynamics.

Knowledge of email, chat, telephony, and omnichannel customer service integrations.

Strong troubleshooting, analytical, communication, and stakeholder-management skills.