ServiceNow CSM (Customer Service Management) Technical
LocationCalgary, Alberta, Canada
Typecontract
SeniorityLead
Experience5+ yrs
Company size1,001–5,000 people
PostedJan 5, 2026 · 9mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
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, 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)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer
ServiceNow Certified Implementation Specialist (CSM)
Skills
ServiceNow
JavaScript
GlideScript
Flow Designer
REST
SOAP
Agile 2.0
Salesforce
SAP
CSM
ITSM
FSM
HRSD
About the role
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.
Requirements
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
Responsibilities
· 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
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