ServiceNow CSM; Customer Service Management Technical

The Service Now CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement Service Now 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.

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

• 5+ years of Service Now experience, with at least 2+ years in technical leadership roles.
• Deep understanding of Service Now 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 Service Now 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 (Service Now Agile 2.0).

• Service Now Certified System Administrator (CSA) –
  Required
• Service Now Certified Application Developer –
  Required
• Service Now Certified Implementation Specialist (CSM) –
  Required