About the role
Overview: We are looking for a ServiceNow CSM Developer / Consultant to design, implement, and enhance Customer Service Management solutions on the ServiceNow platform. In this role, you will collaborate with cross-functional teams to deliver scalable, high-quality solutions, contribute to platform improvements, and help establish best practices across development, testing, and solution delivery.
Responsibilities:
* Configure, customize, and enhance ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) solutions.
* Collaborate with Product Owners, Solution Architects, developers, and business stakeholders to understand requirements and translate them into technical and testing solutions.
* Design, create, and maintain Automated Test Framework (ATF) tests to support platform quality and release readiness.
* Structure, maintain, and continuously improve reusable test libraries and automated test assets.
* Define test strategies, test scenarios, and test cases for new features, enhancements, and platform releases.
* Review requirements and ensure solutions meet functional, quality, and usability standards.
* Support defect management, root cause analysis, regression testing, and release validation activities.
* Review and optimize existing ATF implementations and recommend improvements.
* Promote quality engineering and test automation best practices across the team.
* Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives.
* Work closely with developers to integrate quality assurance throughout the development lifecycle.
* Contribute to the continuous improvement of development, testing, and delivery processes.
Requirements
Qualifications:
* Experience developing, configuring, and customizing solutions on the ServiceNow platform.
* Strong experience with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM).
* Strong hands-on experience with ServiceNow Automated Test Framework (ATF).
* Experience designing and maintaining structured test libraries and reusable test assets.
* Solid understanding of software testing methodologies, quality assurance principles, and test automation best practices.
* Experience with both manual and automated testing.
* Understanding of ServiceNow platform administration, configuration, and scalable solution design.
* Familiarity with Agile methodologies such as Scrum or Kanban.
* Strong analytical, troubleshooting, and problem-solving skills.
* Excellent communication and stakeholder management skills.
* Ability to work independently and collaborate effectively within cross-functional teams.
* Fluent English, both written and spoken.
Originally posted on Himalayas