ServiceNow CSM Developer

Our client utilizes ServiceNow as their Enterprise Service Management (ESM) platform, with the ITSM, HRSD, and CSM modules actively in use across various departments. To further develop the Customer Service Management (CSM) module, we are seeking a ServiceNow CSM Developer to implement predefined business requirements on the platform, maintaining a strong focus on utilizing standard functionalities to stay as close to out-of-the-box (OOTB) as possible.

As a ServiceNow CSM Developer, you will be responsible for the development and implementation of solutions within the CSM module. Working alongside the CSM Architect and a business analyst, you will be part of a three-person team dedicated to delivering CSM 2.0. You will translate business requirements into functional configurations and developments on the platform, ensuring high-quality and maintainable deliverables. Your approach will be technically driven, emphasizing the use of standard capabilities and best practices of CSM to maintain an OOTB focus, contributing to a scalable, performant, and upgradeable platform.

• →Develop and implement CSM solutions based on the specified business requirements.
• →Maximize the use of standard functionalities and best practices of CSM (OOTB-first) while minimizing customization.
• →Ensure the quality, performance, maintainability, and upgradeability of delivered solutions.
• →Contribute to a smooth delivery and release process, from go-live to post-launch support.
• →Facilitate knowledge sharing within the internal ServiceNow team.

• →Implementation of Business Requirements (CSM):
  Translate provided requirements into concrete configurations within the CSM module. Create cases, case types, workflows, catalog items, and record producers according to specified needs. Coordinate with involved teams to accurately and completely realize the requirements. Deliver working solutions throughout the delivery cycle, up to go-live and post-launch support.
• →OOTB-first & Use of CSM Standards:
  Maximize the use of standard functionalities and standard elements of CSM. Design solutions that align with out-of-the-box capabilities and ServiceNow best practices. Critically assess customization and minimize it; monitor the impact on upgradeability. Where possible, fulfill needs with standard configuration instead of custom solutions.
• →Configuration & Development:
  Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, and SLAs/OLAs within standard limits. Develop specifically with JavaScript/GlideScript and Flow Designer/UI Builder only where standard does not suffice. Configure the CSM portals (Customer/Consumer Service Portal).
• →Integrations, Testing & Release:
  Build and support integrations with external systems via REST, SOAP, and IntegrationHub. Conduct unit testing and support user acceptance testing (UAT). Monitor update sets and contribute to a smooth and controlled release process. Resolve production issues and maintain platform stability.
• →Documentation & Knowledge Sharing:
  Prepare and maintain technical documentation and solution designs. Document decisions made regarding OOTB versus customization. Contribute to knowledge building and autonomy within the internal ServiceNow team.

• Education & Experience:
  Bachelor's degree in ICT or equivalent experience. At least 5 years of experience with ServiceNow implementation and configuration. Proven hands-on experience with the CSM module.
• Functional & Technical Competencies:
  In-depth knowledge of standard functionalities and data model of the CSM module. Strong configuration skills with an OOTB-first, best-practice-driven approach. Scripting skills (JavaScript/GlideScript, Business Rules, Client Scripts, Script Includes, ACLs) for targeted extensions. Experience with Flow Designer and/or UI Builder. Experience with integrations (REST/SOAP, IntegrationHub) is a strong asset. Familiarity with Agile/Scrum methodologies.
• Soft Skills:
  Pragmatic, solution-oriented, and quality-conscious. Good communication skills towards business and IT. Ability to work independently and critically assess customization.
• Languages:
  Good command of Dutch or French (one as a primary language, the other at least very good). Good knowledge of English.
• Assets:
  Certification as ServiceNow Certified System Administrator (CSA) and CIS-CSM. Experience within the federal government is a strong plus. Experience with other ServiceNow modules (ITSM, HRSD). Experience with Virtual Agent, Employee Center, or Service Portal.

• Ervaring met integraties REST/SOAP/IntegrationHub - Level: Confirmed - Most recent: Any time
• Ervaring met ServiceNow CSM implementatie en -configuratie - Level: Confirmed - Most recent: Any time
• Hands-on ervaring met de CSM-module en de standaardfunctionaliteiten ervan - Level: Confirmed - Most recent: Any time

Dutch
Level Native
English
Level Active knowledge
French
Level Native