Position Summary:
The Senior ServiceNow CSM Developer will play a key role in designing, developing, and implementing solutions on the ServiceNow platform, specifically focused on enhancing customer service operations for Daimler Truck Innovation Center India. This senior-level position requires extensive experience in ServiceNow development, a deep understanding of the CSM module, and the ability to collaborate effectively with business stakeholders to deliver tailored solutions. The ideal candidate will bring expertise in system customizations, integrations, and advanced scripting to ensure business requirements are met while adhering to best practices and industry standards.
Key Responsibilities:
- Design and Development:
- Lead the design, development, and configuration of the ServiceNow CSM application, including workflows, user interfaces, and integrations.
- Create and maintain Service Catalog items, custom applications, and customizations within the ServiceNow CSM module.
- Implement and manage ServiceNow modules, focusing on Customer Service Management (CSM), ensuring alignment with DTICI platform rules and governance.
- Requirement Gathering and Analysis:
- Partner with business stakeholders to capture and analyze complex business requirements, converting them into technical solutions.
- Collaborate with external vendors to perform necessary activities related to the ServiceNow CSM implementation.
- Conduct in-depth requirement analysis and propose innovative, scalable, and efficient solutions.
- Implementation and Customization:
- Customize and enhance the ServiceNow CSM module to meet intricate business needs.
- Develop advanced workflows, business rules, UI policies, client scripts, and other system customizations.
- Provide technical leadership on complex ServiceNow development tasks, ensuring high standards of code quality, security, and maintainability.
- Testing and Quality Assurance:
- Oversee unit testing and guide the user acceptance testing (UAT) process to ensure solution integrity.
- Troubleshoot and resolve complex issues related to CSM implementations, ensuring minimal disruption to business operations.
- Maintenance and Support:
- Perform administration activities related to the ServiceNow CSM platform, as required by the DTICI platform roles.
- Ensure the platform remains aligned with evolving business requirements and industry best practices.
- New Technologies and Innovation:
- Investigate and explore new plugins and integrations, especially in the context of Gen AI, to enhance knowledge management and further optimize the ServiceNow platform.
Qualifications:
- Education:
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Experience:
- 10+ years of hands-on experience as a ServiceNow developer, with at least 5+ years of focused experience on the CSM module.
- Strong expertise in ServiceNow development, including extensive experience with JavaScript, GlideScript, and building custom integrations via APIs.
- Proven experience in developing complex workflows, business rules, UI policies, and client scripts in the ServiceNow environment.
- Experience in leading large-scale ServiceNow CSM implementations, including customization and integration with third-party tools and platforms.
- Skills & Knowledge:
- Advanced proficiency in ServiceNow development and customization within the CSM module.
- Strong analytical, problem-solving, and troubleshooting skills.
- Deep understanding of the ServiceNow platform's architecture and best practices.
- Familiarity with the integration of ServiceNow with other enterprise systems and external platforms.
- Experience in exploring and implementing cutting-edge technologies such as Gen AI for knowledge management and other innovative solutions.
- Ability to collaborate effectively with cross-functional teams, including business stakeholders, vendors, and internal teams.
- Certifications (Preferred but not mandatory):
- ServiceNow Certified Application Developer.
- ServiceNow Certified CSM Implementation Specialist.
- This senior role demands someone with significant experience and the ability to drive innovation while ensuring that solutions are aligned with business needs and service management best practices.
