Company Description

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 28,200+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.

Job Description

Key Responsibilities:

Implement and configure ServiceNow CSM applications including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace.

Implement CSM workflows, playbooks, entitlements, SLAs, and service channels (email, chat, phone, virtual agent).

Develop UI policies, business rules, client scripts, flow designer flows, and integrations for CSM use cases.

Configure Customer Service Portal for end-users and enhance self-service capabilities.

 

Integrate CSM with ITSM, FSM, and other enterprise applications.

Ensure adherence to ServiceNow best practices, security, and coding standards.

Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing.

Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities.

Stay up to date with the latest ServiceNow releases (Utah, Vancouver, Washington, etc.) and features related to CSM.

Required Qualifications:

3–4 years of hands-on experience in ServiceNow ITOM.

Strong knowledge of ServiceNow CSM modules

Experience with ServiceNow scripting (JavaScript, Glide APIs), Flow Designer, Integration Hub.

Familiarity with portal development (Service Portal / CSM Portal).

Experience with REST/SOAP integrations and authentication methods (OAuth2, SAML, JWT).

Understanding of ITIL/ITSM processes and how they align with CSM.

ServiceNow CSA (Certified System Administrator) required.

Strong analytical, problem-solving, and communication skills.

Preferred Skills:

ServiceNow CSM Implementation Specialist Certification preferred.

 

Experience working in Agile/Scrum environments.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field.

Additional Information

3-4 years' experience in ServiceNow development.