Senior Developer, ServiceNow CSM

• Lead the design, development, testing, and implementation of Service Now CSM solutions, including case models, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and customizations
• Evolve standardized customer service capabilities for consistency, reuse, and scalability across business units
• Translate business and technical requirements into scalable Service Now CSM solutions with Product Owners, Business Analysts, Architects, Technical Leads, and delivery teams
• Decompose complex initiatives, design scalable solutions, establish reusable patterns, and contribute to enterprise case management standards
• Develop workflows and integrations using Flow Designer, Integration Hub, APIs, events, and approved integration patterns
• Build and support secure integrations with Salesforce, CIS, , , Azure services, and downstream service tools
• Standardize development patterns, reusable components, technical documentation, and production support artifacts
• Improve CI/CD, release readiness, testing patterns, and quality gates using Azure Dev Ops and Git-based version control
• Lead troubleshooting, root cause analysis, and preventive remediation for incidents, defects, and production issues
• Participate in code reviews, peer reviews, design reviews, and technical governance forums
• Mentor developers and support citizen developers in following Service Now standards and best practices
• Collaborate with internal teams, vendors, the Service Now Platform Team, and business stakeholders
• Reduce technical debt and improve standard data and workflow patterns for an integrated customer journey model
• Design and implement scalable Service Now data models, service relationships, and governance aligned with CSDM and enterprise architecture standards
• Design and implement Service Now Playbooks, task orchestration, and guided work experiences
• Identify opportunities to leverage Now Assist, intelligent workflow automation, knowledge generation, guided resolution, and agentic process orchestration

• University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related discipline
• Minimum 7 years of experience in software engineering, platform development, or enterprise technology delivery
• Minimum 5 years of hands‑on experience configuring, developing, and supporting Service Now solutions
• Demonstrated experience implementing Service Now Customer Service Management (CSM) solutions in a complex enterprise environment
• Experience implementing enterprise case management capabilities, including workflows, playbooks, customer communications, case models, and integrations
• Experience with Agile delivery teams and large-scale platform modernization initiatives
• Strong hands‑on experience designing, configuring, developing, testing, and supporting Service Now CSM solutions
• Experience with Service Now workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
• Experience with Service Now Playbooks, task orchestration, guided work experiences, or complex case lifecycle management
• Strong understanding of Service Now CSM case management patterns, workflow design, platform governance, security, data management, and scalability
• Experience translating business requirements and user stories into technical specifications and working software
• Experience with JavaScript and Service Now scripting/configuration
• Experience with Azure Dev Ops, CI/CD pipelines, Git-based source control, release practices, and peer review processes
• Strong analytical and problem‑solving skills, including troubleshooting complex production issues and conducting root cause analysis
• Experience collaborating with Business Analysts, Product Owners, Architects, Technical Leads, vendors, and business stakeholders
• Proven ability to mentor or guide developers and contribute to reusable development standards or technical patterns
• Experience working in regulated or large-scale enterprise environments
• Ability to work legally in Canada at the time of application; preference given to Canadian Citizens or Permanent Residents
• Must meet requisite government security screening requirements

Demonstrates extensive experience in designing, developing, and implementing Service Now Customer Service Management (CSM) solutions, with a strong focus on workflows, integrations, and enterprise case management. Proven ability to mentor developers and improve development…