Description

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