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 Moderni