Lead ServiceNow Developer

Lead end-to-end CSM implementations from discovery through deployment and hyper-care.

• Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.

• Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.

• Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.

• Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).

• Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.

• Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.

• Optimize performance and reliability; troubleshoot incidents/problems and perform root-cause analysis.

• Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.

• Produce documentation (design specs, runbooks) and deliver stakeholder training.

ServiceNow certification: CIS-CSM (Customer Service Management).

• 4-6 years hands-on ServiceNow admin/development; 2+ full CSM implementations.

• Platform expertise: configuration/customization across CSM/CRM; Flow Designer, Integration Hub, Business Rules, Client Scripts, Script Includes, Glide APIs.

• Reporting & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.

• Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.

• Architecture & data: SaaS/multi-tenant concepts; data modeling; CMDB relationships; familiarity with CSDM.

• Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.

• Delivery excellence: ATF, versioning, release/change management, documentation.

• Education: Bachelor’s in CS/IS/Engineering or equivalent experience.

• Professional skills: analytical problem-solving, reliable follow-through, deadline ownership, independent work, and cross-team collaboration.

Preferred / Nice-To-Have:

• Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.

• Integrations with ITSM, Field Service, CRM, or contact center platforms.

• CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control.

• Security/compliance awareness (e.g., SOC2, ISO 27001).

• Jira/ADO for backlog management; Confluence for documentation.

Success Indicators (6-12 Months):

• Production-ready CSM implementation improving case resolution time and CSAT.

• Role-based dashboards and PA KPIs live for operations and leadership.

• Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.

Additional Skills and Information:

Must be ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM), CMDB/Discovery/Service Mapping ITSM/ITOM JavaScript REST/SOAP/MID Server Scoped Applications/ServiceNow platform development solution design/architecture

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We actively strive to attract, retain, and empower a diverse range of talented individuals, recognizing that diverse perspectives and experiences enhance our collective performance.

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Celebrating & Honouring Veteran Contributions: Approximately 13% of our workforce are veterans (nearly twice the national average). This achievement underscores our deep commitment in fostering Opportunities for success to Civilian Careers

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