ServiceNow CSM (Customer Service Management) Technical LeadUS Tech Solutions, Inc. • Calgary, AB

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ServiceNow CSM (Customer Service Management) Technical Lead

US Tech Solutions, Inc. • Calgary, AB

30+ days ago

Job type

Full-time

Job description

Duration : 6+ months with possibility of extension

Job Description :

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

Required Skills & Experience :

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, GlideScript, 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

Roles & Responsibilities :

Provide technical leadership for ServiceNow 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 ServiceNow best practices and governance standards.

Mentor and guide junior developers or team members.

Participate in Agile ceremonies and manage delivery within sprint cycles.

Top 3 Tech Skills : ServiceNow CSM, ServiceNow Integrations, JavaScript / GlideScript

Top 3 Soft Skills : Technical leadership, collaboration with stakeholders, problem-solving mindset

Skills : ServiceNow 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 www.ustechsolutions.com .

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.

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ServiceNow CSM Customer Service Management Technical Lead • Calgary, AB

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