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Job Description & How to Apply Below
Duration: 6+ months with possibility of extension
Job Description:
Summary: The Service Now CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and imaplement Service Now 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.
Required Skills & Experience:
- 5+ years of Service Now experience, with at least 2+ years in technical leadership roles.
- Deep understanding of Service Now 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 Service Now CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third-party CRMs).
- Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).
- Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).
- Hands-on experience with Agile methodologies and tools (Service Now Agile 2.0)
- Service Now Certified System Administrator (CSA) – Required
- Service Now Certified Application Developer – Required
- Service Now Certified Implementation Specialist (CSM) – Required
- Provide technical leadership for Service Now CSM initiatives.
- Develop, configure, and implement CSM solutions to meet business requirements.
- Collaborate with business stakeholders, architects, and technical teams to ensure high-quality delivery.
- Customize CSM components, workflows, and integrations for optimal performance.
- Ensure adherence to Service Now best practices and governance standards.
- Mentor and guide junior developers or team members.
- Participate in Agile ceremonies and manage delivery within sprint cycles.
Top 3 Soft Skills: Technical leadership, collaboration with stakeholders, problem-solving mindset
Skills: Service Now CSM, ITSM, FSM, HRSD, JavaScript, REST/SOAP, Agile, Workflow Configuration
Education:
- Bachelor’s or Equivalent experience
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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