ServiceNow CSM Developer

Duration: 3 months initial (extension possible)

Location: Hybrid. Expectation of 1 day of travel to London / Birmingham / Esat Anglia 1 day per week

Start: ASAP

Ideally you have Service Now CSA and CSM Implementation Specialist certifications

• We're open to paying the market rate.
• The budget notes is based on day rate of circa £550 outside of IR35 and based on a 7 hour day

We're seeking an experienced Service Now CSM Developer to support delivery for a Customer Service transformation client. This is a hands‑on contract role focused on development, configuration, and integration within the Service Now Customer Service Management (CSM) module. The objective is to deliver scalable, supportable improvements that strengthen operational usage of Service Now and improve visibility of customer demand and workload.

We are in a foundational correction phase of the Service Now CSM project. Discovery has shown that core platform mechanics are not operating consistently. Interactions are not reliably linked to telephony activity, interactions are not converting into cases in a usable way, customer and contact data quality is degrading, and internal task hand‑offs are not visible within the platform.

The immediate focus is therefore on stabilising interaction capture, simplifying case creation and lifecycle management, correcting customer and contact data structures, and introducing practical task visibility. This work establishes the stable foundation required for wider rollout and future automation.

The developer will work closely with an established Business Analyst in a collaborative delivery model. The expectation is that the contractor can build, apply sound platform judgement, and help shape requirements into clean, maintainable solutions without unnecessary complexity.

• Translate business requirements into technical configuration and development within Service Now CSM
• Design and implement CSM workflows, playbooks, entitlements, SLAs, case types, and Agent Workspace enhancements
• Configure and extend Service Now using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Integration Hub
• Integrate Service Now CSM with external systems (e.g., Anywhere Now telephony, ERP) using REST/SOAP and MID Server as required
• Implement click‑to‑dial and outbound call logging mechanisms within CSM
• Develop portal components, customer service interfaces, or workspace elements where required
• Ensure data quality and integrity across customer records, interaction linkage, and CSM objects
• Conduct unit testing, troubleshooting, and support deployment activities
• Produce technical documentation and support handover into client ownership

You will work closely with an established Business Analyst in a genuinely collaborative delivery relationship. Functional specifications will be produced, but you will be responsible for refining and translating these into practical implementation. You should expect to iterate and rework designs where needed to deliver an excellent experience for Customer Service users.

• 3+ years hands‑on Service Now development experience with strong focus on CSM
• Strong experience configuring CSM case management, interaction management, SLAs, entitlements, and Agent Workspace
• Experience with REST/SOAP integrations and platform security best practices
• Solid understanding of Service Now data model and platform architecture
• Familiarity with Service Portal, Virtual Agent, and advanced CSM features beneficial

• Service Now CSA and CSM Implementation Specialist certifications