Lead Developer, ServiceNow CSM

• Lead the design, development, testing, and implementation of Service Now CSM solutions
• Translate business and technical requirements into scalable, sustainable CSM solutions
• Drive solution decomposition for complex initiatives and establish reusable patterns
• Develop workflows and integrations using Flow Designer, Integration Hub, APIs, and events
• Design and maintain secure integrations with Salesforce, credit insurance platforms, , , Azure services, and downstream tools
• Standardize CSM development patterns, reusable components, technical documentation, and production support artifacts
• Improve continuous integration, continuous delivery, release readiness, testing patterns, and quality controls using Azure Dev Ops and Git
• Lead complex troubleshooting, root cause analysis, and corrective actions for production incidents, defects, and issues
• Participate in code and design reviews, peer reviews, and technical governance forums
• Mentor developers and support junior developers
• Collaborate with internal teams, vendors, the Service Now Platform Team, and stakeholders
• Contribute to CSM modernization, technical debt reduction, and improvements to data and workflow models
• Design and implement Service Now data models, service relationships, and governance practices
• Design and implement Service Now repositories, task orchestration, and guided work experiences
• Identify opportunities to use Now Assist, intelligent automation, knowledge generation, guided resolution, and agentic orchestration

• University degree in business administration, information technology, computer science, engineering, business technology management, or a related field
• At least 7 years of experience in software engineering, platform development, or enterprise technology delivery
• At least 5 years of hands‑on experience configuring, developing, and supporting Service Now solutions
• Proven experience implementing Service Now CSM solutions in a complex enterprise environment
• Experience designing and implementing enterprise case management capabilities
• Experience working in agile delivery teams and supporting large-scale platform modernization initiatives
• Experience with Service Now workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
• Experience designing, configuring, or supporting Service Now repositories, task orchestration, guided work experiences, or complex case lifecycle management capabilities
• Excellent understanding of Service Now CSM case management models, workflow design, platform governance, security, data management, and scalability
• Experience translating business requirements and user stories into technical specifications and functional software
• Experience writing JavaScript and Service Now scripts and configuring Service Now
• Experience with Azure Dev Ops, continuous integration and continuous delivery practices, Git, release practices, and peer review processes
• Strong analytical and problem-solving skills, including the ability to resolve complex production issues and conduct root cause analyses
• Experience collaborating with management systems analysts, product managers, architects, technical leads, vendors, and stakeholders
• Proven ability to mentor or guide other developers and contribute to the development of coding standards or reusable technical patterns
• Experience working in regulated or large-scale environments
• Candidates must meet government security requirements
• Preference will be given to candidates legally authorized to work in Canada at the time of application (Canadian citizens or permanent residents); this preference is not an absolute requirement

Demonstrates expertise in designing and implementing Service Now CSM solutions, with a…