ServiceNow CSM Technical Lead

BCforward is currently seeking a highly motivated ServiceNow CSM Technical Lead in Calgary, Alberta.

Position Overview

Position Title : ServiceNow CSM Technical Lead

Anticipated Start Date : ASAP (target; subject to change)

Expected Duration : 6 months with possibilities for extension

Job Type : Contract – 40 hrs / week

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer is responsible for designing, creating, configuring, and implementing ServiceNow CSM solutions. The role requires technical leadership, hands‑on development, and collaboration with business stakeholders, architects, and other technical teams to ensure high‑quality delivery according to best practices and organizational goals.

Experience – 5+ years with at least 2+ years in a Technical Lead Role

Responsibilities

• Design, develop and configure ServiceNow CSM components such as Case Management, Account & Contact Management, Entitlements, SLAs, and Contract Management.
• Build and customize 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 (Salesforce, SAP, third‑party CRMs) using REST / SOAP APIs, webhooks, etc.
• Utilize agile methodologies and tools (ServiceNow Agile 2.0) to deliver solutions.

Requirements

Certifications (Required)

Additional Information

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