Lead Developer, ServiceNow CSM

Lead the design, development, testing, and implementation of ServiceNow CSM solutions Translate business and technical requirements into scalable, sustainable CSM solutions Drive solution decomposition for complex initiatives and establish reusable patterns Develop workflows and integrations using Flow Designer, Integration Hub, APIs, and events Design and maintain secure integrations with Salesforce, credit insurance platforms, edc.ca, MyEDC.ca, Azure services, and downstream tools Standardize CSM development patterns, reusable components, technical documentation, and production support artifacts Improve continuous integration, continuous delivery, release readiness, testing patterns, and quality controls using Azure DevOps and Git Lead complex troubleshooting, root cause analysis, and corrective actions for production incidents, defects, and issues Participate in code and design reviews, peer reviews, and technical governance forums Mentor developers and support junior developers Collaborate with internal teams, vendors, the ServiceNow Platform Team, and stakeholders Contribute to CSM modernization, technical debt reduction, and improvements to data and workflow models Design and implement ServiceNow data models, service relationships, and governance practices Design and implement ServiceNow repositories, task orchestration, and guided work experiences Identify opportunities to use Now Assist, intelligent automation, knowledge generation, guided resolution, and agentic orchestration Requirements University degree in business administration, information technology, computer science, engineering, business technology management, or a related field At least 7 years of experience in software engineering, platform development, or enterprise technology delivery At least 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutions Proven experience implementing ServiceNow CSM solutions in a complex enterprise environment Experience designing and implementing enterprise case management capabilities Experience working in agile delivery teams and supporting large-scale platform modernization initiatives Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration Experience designing, configuring, or supporting ServiceNow repositories, task orchestration, guided work experiences, or complex case lifecycle management capabilities Excellent understanding of ServiceNow CSM case management models, workflow design, platform governance, security, data management, and scalability Experience translating business requirements and user stories into technical specifications and functional software Experience writing JavaScript and ServiceNow scripts and configuring ServiceNow Experience with Azure DevOps, continuous integration and continuous delivery practices, Git, release practices, and peer review processes Strong analytical and problem-solving skills, including the ability to resolve complex production issues and conduct root cause analyses Experience collaborating with management systems analysts, product managers, architects, technical leads, vendors, and stakeholders Proven ability to mentor or guide other developers and contribute to the development of coding standards or reusable technical patterns Experience working in regulated or large-scale environments Candidates must meet government security requirements Preference will be given to candidates legally authorized to work in Canada at the time of application (Canadian citizens or permanent residents); this preference is not an absolute requirement Core Competencies Demonstrates expertise in designing and implementing ServiceNow CSM solutions, with a strong focus on workflow design, integration, and platform governance. Proven ability to mentor developers and lead complex troubleshooting efforts in enterprise environments. Highest-signal resume keywords ServiceNow CSM Solutions Implementation Workflow Design and Integration Azure DevOps and Continuous Delivery JavaScript and ServiceNow Scripting Mentoring and Technical Guidance Hard Skills ServiceNow Configuration Flow Designer Integration Hub APIs Case Management Design Task Orchestration Data Management Root Cause Analysis Agile Delivery JavaScript Soft Skills Analytical Problem-Solving Collaboration Mentoring Industry Keywords Enterprise Technology Delivery Platform Modernization Governance Practices Regulated Environments Technical Documentation Tools & Technologies Azure Services Git ServiceNow Salesforce Continuous Integration Tools