Software Developer - ServiceNow

Strong hands-on experience with ServiceNow Customer Service Management (CSM). Expertise in Case Management, Account/Contact Management, Entitlements, SLA, and Knowledge Management. Proficiency in Flow Designer for workflow automation, case assignment, escalation, and resolution. Experience configuring Virtual Agent, Predictive Intelligence, and AI Search. Hands-on experience with Playbooks, Agent Workspace, and Guided Decisions. Strong experience with ServiceNow integrations and REST/SOAP APIs. Experience integrating CSM with Salesforce, SAP, or Microsoft Dynamics. Knowledge of email, chat, telephony, and omnichannel customer service integrations. Strong troubleshooting, analytical, communication, and stakeholder-management skills.