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Our people make all the difference in our success.
What you can expect
Zoom’s Customer experience (CX) Systems Engineering team is looking for an experienced and highly technical ServiceNow Developer. You will have deep expertise in the Customer Service Management (CSM) module to design, develop, and maintain advanced workflows, integrations, and solutions. The ideal candidate will have a solid understanding of the ServiceNow platform architecture. You will be well-versed in customizing and extending CSM capabilities to meet complex enterprise requirements. This position requires a highly driven self-starter with a "can-do" attitude who will take ownership of projects to deliver measurable value to key business stakeholders.
About the Team
Zoom’s Customer experience (CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms. These enable efficient customer support through both virtual and live agent channels. This includes ownership of omni-channel contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.
Responsibilities
ServiceNow Platform Development
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Design and maintain solutions in CSM and Knowledge Management modules, including case lifecycle customizations, SLAs, playbooks, Widgets, and ServicePortals.
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Implement and manage Business Rules , ACLs , UI Policies , and other platform logic.
AI, Automation & Integration
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Configure Now Assist for CSM , implementing AI Skills (classification, prediction, similarity, summarization) into service workflows.
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Develop REST/SOAP integrations with external platforms (e.g., Zoom Contact Center , Salesforce ) using IntegrationHub , MID Servers , and Scoped Apps .
Governance & Performance
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Follow ServiceNow development best practices, using Update Sets , Scoped Applications , Git , and ATF .
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Monitor and optimize platform performance using script includes , asynchronous processing , and Performance Analytics .
What we’re looking for
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Have Bachelor in Computer Science, Information Technology, or a related field.
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7+ years of hands-on ServiceNow development, including 2+ years in CSM.
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Have expertise in JavaScript, Glide API, Flow Designer, Business Rules, and CSM-specific scripting.
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Have experience with Integration Hub, MID Server, AI/ML capabilities, and external API integrations
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Have familiarity with Configurable Workspace, UI Builder, Playbooks, DevOps practices, and ATF.
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Have programming language skills: NodeJS, Java, SQL. GenAI Fundamentals, Prompt Engineering, Context Engineering, BOT Integrations.
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Have GRC, CMDB/Discovery/HW & SW Asset Management experience and ITSM (Service Portal, Service Catalog, Incident, Problem, Change).
