Job Title: ServiceNow CSM (Customer Service Management) Technical Lead/DeveloperProject Start Date: Starting Jan 1 till Dec 31st (and most probably for longer)Location: Calgary (Hybrid)Job 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.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 ManagementAccount & Contact ManagementEntitlements, SLAs, and Contract ManagementCustomer Portal / Service Portal widgetsPlaybooks for CSM, Agent Workspace, and Guided DecisionsConfigure 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, Glide Script, 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) RequiredServiceNow Certified Application Developer RequiredServiceNow Certified Implementation Specialist (CSM) Required
Job Title
ServiceNow CSM (Customer Service Management) Technical Lead/Developer