Overview
Skills
Job Details
Role: ServiceNow CSM developer
Duration: 12 Months
Location: Seattle WA (Fully Onsite)
Job Description:
CRM,IT infrastructure, IT networking, IT operations, ITOM, Service Now CSDM, ServiceNow CSM, TCP/IP, client management, customer service, information technology, technology
Job Summary
At Starbucks, our mission is to inspire and nurture the human spirit one person, one cup, and one neighborhood at a time. Starbucks Technologists work to achieve this mission through the use of cutting-edge technology delivered to our partners, customers, stores, roasters, and global communities.
This job contributes to Starbucks success by leveraging deep expertise in ServiceNow to design and implement advanced Customer Service Management (CSM) solutions that enhance contact center operations. You will play a key role in building scalable, user-centric workflows that integrate seamlessly with omnichannel support platforms.
Models and acts in accordance with Starbucks guiding principles.
Summary of Key Responsibilities
- Design and develop custom applications and workflows within the ServiceNow CSM module
- Integrate ServiceNow with contact center platforms (e.g., Amazon Connect) to streamline customer support operations
- Optimize performance, scalability, and usability of ServiceNow implementations
- Communicates highly complex ideas and concepts to non-technical peers and customers
- Ability to establish cross-functional, collaborative relationships with business and technology partners
- Support the development team and perform activities to resolve developer issues in a timely and accurate fashion
- Engineer build and release processes
- Ability to effectively manage and partner with technology vendors to deliver against business objectives
- Conducts research and makes recommendations on standards, products, and services
- Ensures application and infrastructure architectural solutions are stable, secure, and compliant with Company standards and practices
- Implements all technologies in accordance with Information Security's guiding principles for highly sensitive data
- Provide high-availability operational support and automate solutions across the environment
- Implements deep telemetry capabilities to provide ongoing success and performance metrics
- Implements service monitoring across all platforms to ensure continuous availability and operational continuity of critical systems
- Upholds company policies, and legal/regulatory requirements, such as PCI
- Implements and maintains system configurations and baselines to support secure application development software control best practices and standards
Basic Qualifications
- Education (minimum education level, degree or certification necessary):
- 4-8 years of professional industry experience with software development
- Bachelor s degree in Computer Science or related field
Preferred Qualifications:
- 5+ years of experience in software development, with 3+ years working with ServiceNow
- Strong knowledge of the CSM module and experience with contact center integrations
- Proficiency in JavaScript, GlideScript, and ServiceNow development best practices
- Experience with REST/SOAP APIs, Flow Designer, and IntegrationHub
- 5+ years of experience in system administration, network administration, and systems engineering
- 3+ years Experience with large-scale distributed systems and client-server architectures
- Demonstrated ability to debug and optimize code, and automate routine tasks.
- Interest in designing, analyzing and troubleshooting large-scale distributed systems.
- Proven ability to translate insights into business recommendations
- Knowledge in application development and supporting a development environment
- Experience with Cloud Computing platforms (e.g. Amazon AWS, Microsoft Azure, Google App Engine)
- Knowledge and understanding of relevant legal and regulatory requirements, such as SOX, PCI, HIPAA, Data Protection, etc.
- Demonstrated experience implementing and managing high capacity, redundant, and mission critical environments
- Knowledge in databases and comfortable with various databases technologies
- Proficiency in TCP/IP networking, architecture and core technologies ( DNS, routing, iptables, tc, etc.)
- Experience running and maintaining a 24x7 production environment
- Years of experience in specific field or utilizing designated skills (minimum needed to be qualified): 5+ years