ServiceNow CSM; Customer Service Management Technical Lead

Position: ServiceNow CSM (Customer Service Management) Technical Lead
Duration: + months with possibility of extension

Job Description:
Summary: The Service Now CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and imaplement 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.

Required

Skills & Experience:

+ years of Service Now experience, with at least + 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 (, Salesforce, SAP, third-party CRMs).

Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).

Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).

Hands-on experience with Agile methodologies and tools (Service Now Agile

Certifications:

Service Now Certified System Administrator (CSA) – Required

Service Now Certified Application Developer – Required

Service Now Certified Implementation Specialist (CSM) – Required

Roles & Responsibilities:

Provide technical leadership for Service Now CSM initiatives.

Develop, configure, and implement CSM solutions to meet business requirements.

Collaborate with business stakeholders, architects, and technical teams to ensure high-quality delivery.

Customize CSM components, workflows, and integrations for optimal performance.

Ensure adherence to Service Now best practices and governance standards.

Mentor and guide junior developers or team members.

Participate in Agile ceremonies and manage delivery within sprint cycles.

Top Tech

Skills:

Service Now CSM, Service Now Integrations, JavaScript / Glide Script
Top

Soft Skills:

Technical leadership, collaboration with stakeholders, problem-solving mindset
Skills: Service Now CSM, ITSM, FSM, HRSD, JavaScript, REST/SOAP, Agile, Workflow Configuration

Education:

Bachelor’s or Equivalent experience

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.