ServiceNow CSM Technical Lead / Developerfreelance.ca • Calgary, Canada

ServiceNow CSM Technical Lead / Developer

freelance.ca • Calgary, Canada

Il y a 1 jour

Type de contrat

Temps plein

Description de poste

Job title / Titre du poste

ServiceNow CSM Technical Lead / Developer

Key information / Informations clés

Région : Calgary, AB
Type de poste : Contrat (6 mois + forte possibilité de prolongation)
Mode de travail : Sur site
Industrie : Informatique et mathématiques

Summary / Résumé

Mandat de leadership technique et de développement ServiceNow axé sur Customer Service Management (CSM). Le rôle combine conception, configuration et implémentation de solutions CSM à grande échelle, avec une forte collaboration entre équipes d’affaires, architectes et équipes techniques, dans un contexte Agile et multi-années.

Responsibilities / Responsabilités

Concevoir, configurer et implémenter des solutions ServiceNow CSM selon les besoins d’affaires

Assurer le leadership technique et la qualité des livrables

Développer et personnaliser les composantes CSM : Case Management, Accounts & Contacts, Entitlements, SLAs, Contract Management

Configurer Customer Portal / Service Portal (widgets)

Implémenter Playbooks CSM, Agent Workspace et Guided Decisions

Configurer formulaires, workflows, business rules, client scripts, UI policies, UI actions et notifications

Intégrer ServiceNow CSM avec d’autres modules (ITSM, FSM, HRSD) et systèmes externes (Salesforce, SAP, CRM tiers)

Développer des intégrations via APIs REST / SOAP et webhooks

Travailler dans un environnement Agile (ServiceNow Agile 2.0)

Requirements / Profil recherché

5+ ans d’expérience ServiceNow, dont 2+ ans en rôle de leadership technique

Excellente compréhension de l’architecture et des capacités de la plateforme ServiceNow

Solide expertise en scripting (JavaScript, GlideScript, Flow Designer)

Expérience confirmée en intégrations et développement CSM

Certifications requises :

– ServiceNow Certified System Administrator (CSA)

– ServiceNow Certified Application Developer

– ServiceNow Certified Implementation Specialist – CSM

Technical skills / Compétences techniques

ServiceNow CSM

JavaScript / GlideScript

Flow Designer

REST / SOAP APIs

Service Portal / Customer Portal

ITSM / FSM / HRSD integrations

Agile / ServiceNow Agile 2.0

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Servicenow Developer • Calgary, Canada

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