ServiceNow Customer Service Management (CSM) Developer (373)

ServiceNow Customer Service Management (CSM) DeveloperiTech AG is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies.This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences.Roles and responsibilities include:Design, configure, develop, and support ServiceNow CSM applications and workflowsImplement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiencesDevelop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service PortalConfigure and support customer self-service and AI-assisted support experiencesBuild and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNowSupport implementation and configuration of Now Assist for CSM capabilitiesIntegrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platformsCollaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutionsParticipate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectivesSupport testing, deployments, upgrades, and production releasesTroubleshoot platform defects, workflow issues, and performance bottlenecksDevelop technical documentation, implementation guides, and knowledge transfer materialsFollow ServiceNow development standards, governance processes, and security best practicesOther duties as assignedMinimum qualifications include:3+ years of ServiceNow development experienceExperience implementing or supporting ServiceNow Customer Service Management (CSM)Strong understanding of ServiceNow platform architecture and developmentExperience with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent WorkspaceExperience developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLsExperience working in Agile/SAFe delivery environmentsStrong analytical, troubleshooting, and communication skillsAbility to work collaboratively with technical and non-technical stakeholdersEducation and certifications include:ServiceNow Certified System Administrator (CSA)ServiceNow Certified Application Developer (CAD)ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)Preferred qualifications include:Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related fieldExperience with ServiceNow Now Assist for CSM and generative AI capabilitiesExperience building AI Agents, Virtual Agents, or conversational AI workflows within ServiceNowFamiliarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilitiesExperience integrating ServiceNow with Contact Center as a Service (CCaaS) or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact CenterExperience supporting omnichannel customer engagement and customer experience (CX) modernization initiativesExperience designing customer self-service and AI-assisted support experiencesFamiliarity with knowledge management and AI grounding best practicesExperience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modulesExperience supporting enterprise-scale ServiceNow implementations in federal or highly regulated environmentsExposure to Agile, DevSecOps, and human-centered design practicesSecurity clearance includes:Ability to obtain and maintain a Public TrustPursuant to government contracts, US Citizenship is requirediTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.