ServiceNow CSM (Customer Service Management) Technical Lead / Developer

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 :