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Tata Consultancy Services
Experience / Eligibility
B.E / B.Tech / BCA / MCA / Any Graduate
Salary
Not Disclosed / As per Industry Standards
Location
Hyderabad, Telangana, India
Develop and implement
ServiceNow CSM modules
including Case Management, Customer Service Portal, and Knowledge Management
Configure
case workflows, SLAs, entitlements, and customer lifecycle processes
Build and customize
Service Portals / Employee Center for customer interactions
Develop solutions using
Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer
Integrate ServiceNow with external systems using
REST/SOAP APIs
Configure
Omnichannel features (Email, Chat, Virtual Agent)
Create dashboards and reports for
customer service performance and insights.
Hands-on experience in
ServiceNow CSM module
Strong knowledge of
case management, SLAs, and customer workflows
Proficiency in
JavaScript and ServiceNow scripting
Experience with
Service Portal / UI Builder
Understanding of
ITSM concepts and integrations
ServiceNow certifications (CSA / CAD / CISCSM preferred)