ServiceNow Customer Service Management Developer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Design, configure, develop, and provide support for ServiceNow CSM applications and workflows.

• Implement and enhance functionalities such as Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences.

• Create scalable workflows utilizing Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal.

• Configure and sustain customer self-service and AI-assisted support experiences.

• Construct and refine AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow.

• Assist in the implementation and configuration of Now Assist for CSM functionalities.

• Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms.

• Collaborate with UX designers, business analysts, and stakeholders to convert requirements into scalable technical solutions.

• Engage in Agile ceremonies such as sprint planning, backlog grooming, demonstrations, and retrospectives.

• Aid in testing, deployments, upgrades, and production releases.

• Diagnose platform defects, workflow challenges, and performance issues.

• Create technical documentation, implementation guides, and materials for knowledge transfer.

• Adhere to ServiceNow development standards, governance processes, and security best practices.

⛳️ Requirements

• A minimum of 3 years of experience in ServiceNow development.

• Proficient in implementing or supporting ServiceNow Customer Service Management (CSM).

• Solid understanding of the ServiceNow platform architecture and development practices.

• Familiarity with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent Workspace.

• Experience in developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLs.

• Background in Agile/SAFe delivery environments.

• Excellent analytical, troubleshooting, and communication abilities.

• Capacity to collaborate effectively with both technical and non-technical stakeholders.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Application Developer (CAD).

• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM).

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.