ServiceNow CSM Developer

Tata Consultancy Services · IT Consulting & Digital Transformation · IT Outsourcing & Dedicated Teams · 1 day ago
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Salary
≈ $8.5k – $24k per year (Estimated)
Location
In office (Bengaluru)
Seniority
Middle · 4+ years exp

Confirmed on the employer's own hiring board on Nov 3, 2026. First seen by Alion on Nov 2, 2026. Tata Consultancy Services scores A on the Alion truth index.

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Tata Consultancy Services

Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and digital business solutions operating as the flagship tech subsidiary of the Tata Group. Headquartered in Mumbai, India, the company delivers end-to-end capabilities spanning cloud computing, enterprise platforms, cybersecurity, and artificial intelligence to major global enterprises. Employing over 500,000 professionals across dozens of countries, it stands as one of the world's largest IT outsourcing and technology transformation partners.
tcs.com · HQ: Mumbai, India · Management Consulting · Systems Integrators · IT Consulting & Digital Transformation · IT Outsourcing & Dedicated Teams · Est. 1968
Tech stack of Tata Consultancy Services

Role: Developer. Skills: Digital : ServiceNow_Customer Service Management, Service Now. Experience: 4 - 15 Years. Qualification: Bachelor Of Technology

  • Design, develop, and implement ServiceNow CSM solutions including Case Management, Contact Management, and Service Operations.
  • Configure and customize CSM applications such as case workflows, SLAs, entitlements, and customer portals.
  • Develop and enhance case lifecycle management including intake, routing, escalation, and resolution processes.
  • Implement and maintain Omnichannel capabilities (email, chat, virtual agents, and self-service portals).
  • Configure Knowledge Management integration to enable efficient case resolution and self-service.
  • Develop business rules, client scripts, Script Includes, UI policies, and Flow Designer workflows.
  • Integrate ServiceNow CSM with external systems (CRM, ERP, contact center tools, and third-party applications) using REST/SOAP APIs.
  • Implement and customize Service Portal / Employee Center / Customer Portal for enhanced user experience.
  • Build and maintain reports, dashboards, and Performance Analytics to track customer service performance and KPIs.
  • Collaborate with stakeholders to gather requirements and translate them into scalable ServiceNow CSM solutions.
  • Provide L2/L3 support, troubleshoot issues, and continuously improve system performance and usability.
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