Senior Software Engineer – CSM Integration (ServiceNow)

About the role

We are looking for a Senior Software Engineer to lead the implementation and integration of Customer Service Management (CSM) modules on the ServiceNow platform. You will work within Bosch's technology powerhouse in India, ensuring the platform is stable, performant, and aligned with business needs.

Key responsibilities

• Perform daily maintenance, administration, and troubleshooting of ServiceNow.
• Implement CSM modules, configure Agent Workspace, and integrate APIs with third‑party systems.
• Monitor system stability and performance, and manage upgrades, patches, and hotfixes.
• Configure workflows, business rules, UI policies, UI actions, and customize forms/fields.
• Integrate ServiceNow with tools such as Active Directory and monitoring solutions.
• Develop automation using Flow Designer, Integration Hub, Orchestration, and scripted REST APIs.
• Generate dashboards and reports for stakeholders.
• Provide technical support, training, and create documentation and knowledge‑base articles.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• 2‑4 years of hands‑on experience with ServiceNow, including CSM implementation.
• Experience with ServiceNow Orchestration, Virtual Agent, Service Portal, Flow Designer, Integration Hub, and scripted REST APIs.
• Strong understanding of sync processes, reconciliation logic, and asynchronous processing.
• Knowledge of automation governance (auditability, logging, traceability) and AI‑agent enablement concepts.

Required skills

• ServiceNow (CSM modules, Orchestration, Virtual Agent, Service Portal, Flow Designer, Integration Hub, scripted REST APIs)
• JavaScript, HTML, CSS
• REST and SOAP web services
• Active Directory integration

What we offer

• Opportunity to work in a global technology leader.
• Exposure to cutting‑edge ServiceNow projects.
• Collaborative environment with cross‑functional teams.