ServiceNow CSM Technical Lead

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

Position Title:

Service Now 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 Service Now CSM (Customer Service Management) Technical Lead / Developer is responsible for designing, creating, configuring, and implementing Service Now 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

• Design, develop and configure Service Now 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 Service Now 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 (Service Now Agile 2.0) to deliver solutions.

• 5+ years of Service Now experience, with at least 2+ years in technical leadership roles.
• Deep understanding of Service Now platform capabilities and architecture.
• Hands‑on experience with Agile methodologies and tools (Service Now Agile 2.0).

• Service Now Certified System Administrator (CSA)
• Service Now Certified Application Developer
• Service Now Certified Implementation Specialist (CSM)

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Contract
• Job function:
  Information Technology
• Industries: IT Services and IT Consulting
• Location:
  
  Calgary, Alberta, Canada
• Hourly rate: CA $90.00–CA $95.00

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