ServiceNow CSM

4 weeks ago

Calgary, Canada Hays Full time

Job Title: ServiceNow CSM (Customer Service Management) Technical Lead/Developer

Project Start Date: Starting Jan 1 till Dec 31st (and most probably for longer)

Location: Calgary (Hybrid)

Job Summary –

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands-on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high-quality delivery in accordance with best practices and organizational goals.

Experience - 5+ years (with at least 2+ years in a Technical Lead Role)

Required Skills & Qualifications -

- 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
- Deep understanding of ServiceNow platform capabilities and architecture.
- Develop and customize CSM components such as:
- Case Management
- Account & Contact Management
- Entitlements, SLAs, and Contract Management
- Customer Portal / Service Portal widgets
- Playbooks for CSM, Agent Workspace, and Guided Decisions
- Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.
- Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third-party CRMs).
- Strong scripting knowledge (JavaScript, Glide Script, Flow Designer, etc.).
- Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).
- Hands-on experience with Agile methodologies and tools (ServiceNow Agile 2.0)

Certifications :

- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow Certified Application Developer – Required
- ServiceNow Certified Implementation Specialist (CSM) – Required

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