Duration: 6+ months with possibility of extension
Job Description:
Summary: 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.
Required Skills & Experience:
- 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
Roles & Responsibilities:
- Provide technical leadership for ServiceNow CSM initiatives.
- Develop, configure, and implement CSM solutions to meet business requirements.
- Collaborate with business stakeholders, architects, and technical teams to ensure high-quality delivery.
- Customize CSM components, workflows, and integrations for optimal performance.
- Ensure adherence to ServiceNow best practices and governance standards.
- Mentor and guide junior developers or team members.
- Participate in Agile ceremonies and manage delivery within sprint cycles.
Top 3 Tech Skills: ServiceNow CSM, ServiceNow Integrations, JavaScript / GlideScript
Top 3 Soft Skills: Technical leadership, collaboration with stakeholders, problem-solving mindset
Skills: ServiceNow CSM, ITSM, FSM, HRSD, JavaScript, REST/SOAP, Agile, Workflow Configuration
Education:
- Bachelor s or Equivalent experience
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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