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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