ServiceNow CSM (Customer Service Management) Technical
- Calgary, AB, Canada
Contract
Applications open in a new tab.
Job details
- Job type
- Contract
- Posting language
- English
- Posted
Original job description
The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow 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.
Experience - 5+ years (with at least 2+ years in a Technical Lead Role)
Required Skills & Qualifications -
· 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
· Deep understanding of ServiceNow 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 ServiceNow 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 (ServiceNow Agile 2.0)
Certifications :
- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow Certified Application Developer – Required
- ServiceNow Certified Implementation Specialist (CSM) – Required
More about this job
Responsibilities
The ServiceNow CSM Technical Lead will design, build and configure customer service solutions on the ServiceNow platform. They will also lead technical work and coordinate with business stakeholders, architects and other technical teams.
Requirements
Sapsol Technologies needs candidates with 5+ years of ServiceNow experience, including 2+ years in technical leadership. Candidates must hold the CSA, Certified Application Developer and CSM Implementation Specialist certifications.
Skills
- ServiceNow platform
- ServiceNow CSM
- Case Management
- Account and Contact Management
- Entitlements
- SLA management
- Contract Management
- Service Portal widgets
- Agent Workspace
- Playbooks
- Guided Decisions
- Business rules
- Client scripts
- UI policies
- UI actions
- Workflows
- Notifications
- JavaScript
- GlideScript
- Flow Designer
- REST API integration
- SOAP API integration
- Webhooks
- Third-party CRM integration
Categories
- Technology
- Software
- Consulting
- Customer Service & Support
Keywords
- ServiceNow
- ServiceNow CSM
- Customer Service Management
- Case Management
- Service Portal
- Agent Workspace
- Flow Designer
- JavaScript
- GlideScript
- REST API
- SOAP API
- Salesforce
- SAP
- ITSM
- FSM
- HRSD
- Agile
- ServiceNow Agile 2.0
- CRM
- Technical Lead
Seniority
Lead
Licences and certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CSM)
Tools
- ServiceNow
- Flow Designer
- Service Portal
- Agent Workspace
- Salesforce
- SAP
Languages
- English