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Tier-1 brand and metro location increase competition, but niche ServiceNow CSM senior requirements reduce applicant pool.
Deep ServiceNow CSM and integration expertise creates strong domain bias and limited cross-industry portability.
Explicit 8+ years ServiceNow, mandatory CIS-CSM certification, and specific Integration/JS skills make filters strict.
Lead design and delivery of scalable Customer Service Management (CSM) solutions aligned with enterprise architecture and industry best practices.
Architect and manage real-time integrations between ServiceNow and systems like CRM, finance, ERP, and third-party platforms using REST/SOAP APIs, IntegrationHub, and MID Server.
Apply ITSM processes (Incident, Problem, Change, Service Catalog) per ITIL standards and oversee seamless interoperability across platforms.
Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
Minimum 8 years of experience in ServiceNow, including 4+ years in Customer Service Management (CSM).
Must hold CIS - CSM certification.
On-site work location in Delhi, India as required.
Experienced in leading enterprise-scale ServiceNow implementations and driving digital transformation projects.
Deep technical expertise in ServiceNow architecture, CSM modules, and integrations with external systems (CRM, ERP, financial systems).
Proficient in JavaScript, GlideScript, Flow Designer, ServiceNow Studio, and familiar with Agile and DevOps methodologies.