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's degree in Computer Science, Engineering, Information Technology, or a related field.
• 8-10 years of ServiceNow experience, including substantial hands-on CSM design, development, integration, and support experience.
• Demonstrated experience delivering enterprise customer-service, shared-services, or invoice-processing workflows using Agile/Scrum methods.
• Experience partnering with operations, finance, customer service, architecture, security, product, and integration teams.

Behavioral & Team Skills

• Strong business acumen and ability to translate business requirements into secure, scalable ServiceNow solutions.
• Excellent analytical, troubleshooting, written, verbal, and stakeholder-management skills.
• Ability to work across product, engineering, business, security, and operations teams in a matrixed environment.
• Proactive ownership, delivery focus, and commitment to engineering quality, documentation, and continuous improvement.

Must-Know Areas

Area vs What We Expect

CSM Architecture

Scalable CSM architecture covering customers, consumers, cases, entitlements, agreements, SLAs, workspaces, portals, and integrations.

Customer Operations

End-to-end customer-service journeys, case orchestration, communications, exceptions, approvals, and operational handoffs.

Invoice Processing

Workflow-led intake, validation, approval, exception management, tracking, and integration patterns supporting invoice operations.

AI for Customer Service

Responsible use of Now Assist, AI agents, Virtual Agent, Predictive Intelligence, Skill Kit, AI Search, and Build Agent.

Security & Data Model

Customer data model, access controls, least privilege, auditability, privacy, and secure integration design.

Engineering Quality

Coding standards, ATF, code review, documentation, upgrade readiness, monitoring, performance, and supportability.