Bosch Group

<html><body><section class="job-section" id="st-jobDescription"><div> <p class="googlejobs-paragraph--empty"/> <h2 class="title">Job Description</h2> </div> <div class="wysiwyg" itemprop="responsibilities"> <p><strong>Key Responsibilities:</strong></p> <ul> <li><p>Implement and configure ServiceNow <strong>CSM applications</strong> including Case Management, Customer Portal, Knowledge Management, Communities, and Agent Workspace.</p></li> <li><p>Implement <strong>CSM workflows, playbooks, entitlements, SLAs, and service channels</strong> (email, chat, phone, virtual agent).</p></li> <li><p>Develop <strong>UI policies, business rules, client scripts, flow designer flows, and integrations</strong> for CSM use cases.</p></li> <li><p>Configure <strong>Customer Service Portal</strong> for end-users and enhance self-service capabilities.</p></li> <li> <p> </p> <p>Integrate CSM with ITSM, FSM, and other enterprise applications.</p> </li> <li><p>Ensure adherence to <strong>ServiceNow best practices, security, and coding standards</strong>.</p></li> <li><p>Collaborate with stakeholders to gather requirements, design solutions, and perform unit testing.</p></li> <li><p>Troubleshoot and resolve platform/application issues, ensuring smooth delivery of CSM capabilities.</p></li> <li><p>Stay up to date with the <strong>latest ServiceNow releases (Utah, Vancouver, Washington, etc.)</strong> and features related to CSM.</p></li> </ul> <p><strong>Required Qualifications:</strong></p> <p>2–4 years of hands-on experience in ServiceNow ITOM.</p> <ol> <li><p>Strong knowledge of <strong>ServiceNow CSM modules</strong></p></li> <li><p>Experience with <strong>ServiceNow scripting</strong> (JavaScript, Glide APIs), Flow Designer, Integration Hub.</p></li> <li><p>Familiarity with <strong>portal development</strong> (Service Portal / CSM Portal).</p></li> <li><p>Experience with <strong>REST/SOAP integrations</strong> and authentication methods (OAuth2, SAML, JWT).</p></li> <li><p>Understanding of <strong>ITIL/ITSM processes</strong> and how they align with CSM.</p></li> <li><p>ServiceNow <strong>CSA (Certified System Administrator)</strong> required.</p></li> <li><p>Strong analytical, problem-solving, and communication skills.</p></li> </ol> <p><strong>Preferred Skills:</strong></p> <ul> <li><p>ServiceNow <strong>CSM Implementation Specialist Certification</strong> preferred.</p></li> <li> <p> </p> <p>Experience working in Agile/Scrum environments.</p> </li> </ul> </div></section><section class="job-section" id="st-qualifications"><div> <p class="googlejobs-paragraph--empty"/> <h2 class="title">Qualifications</h2> </div> <div class="wysiwyg" itemprop="qualifications"><p>Bachelor’s degree in Computer Science, Information Technology, or related field.</p></div></section><section class="job-section" id="st-additionalInformation"><div> <p class="googlejobs-paragraph--empty"/> <h2 class="title">Additional Information</h2> </div> <div class="wysiwyg" itemprop="incentives"><p>2-4 years' experience in ServiceNow development.</p></div></section></body></html>

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