ServiceNow CSM Developer

Rhox; Brussel; Sur place; EUR 65 000 - 95 000; Plein temps

Résumé du poste

Rhox is looking for a ServiceNow CSM Developer to extend the Customer Service Management module within an established ITSM and HRSD platform. You will translate business requirements into maintainable CSM configuration, including cases, case types, workflows, catalog items and record producers.

Responsibilities cover standard CSM practices first, targeted customization when needed, and building REST/SOAP integrations with IntegrationHub.

Qualifications

• 5+ years of ServiceNow implementation and configuration experience.
• Hands-on ServiceNow CSM implementation and configuration.
• Experience building REST and SOAP integrations with IntegrationHub.
• JavaScript/GlideScript for extensions including Business Rules and Client Scripts.
• Experience with Flow Designer and UI Builder; customer and consumer portals.
• Understanding Agile/Scrum practices and stakeholder collaboration.

Responsabilités

• Translate business requirements into CSM configuration for cases, case types, workflows, catalog items and record producers.
• Apply standard CSM functionality first; customize only when required and document upgrade impact.
• Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, SLAs/OLAs, Flow Designer and UI Builder.
• Build and support REST and SOAP integrations with IntegrationHub and validate data exchange.
• Execute unit testing, support UAT, manage update sets and contribute to go-live and post-release support.
• Resolve production issues, monitor platform stability and maintain technical documentation.

Connaissances

ServiceNow CSM

REST integrations

SOAP integrations

IntegrationHub

JavaScript/GlideScript

Flow Designer/UI Builder

Agile/Scrum

Stakeholder communication

Formation

Bachelor's degree in ICT or equivalent

Outils

ServiceNow

IntegrationHub

Flow Designer

UI Builder

Description du poste

A Belgian federal public sector organisation uses ServiceNow as its enterprise service management platform, with ITSM, HRSD and CSM already supporting several departments. As part of the CSM 2.0 delivery, the ServiceNow CSM Developer will turn agreed business requirements into maintainable CSM configuration and targeted development, including REST integrations, SOAP integrations and IntegrationHub connections.

The mission

The organisation is extending its Customer Service Management module in ServiceNow, referred to as CSM internally, while keeping the platform as close as possible to standard functionality. The module must support cases, case types, workflows, catalogue items and record producers, with an OOTB-first approach that protects performance, maintainability and upgradeability. The work sits within an established enterprise platform alongside operational ITSM and HRSD modules.

Your responsibilities

• Translate agreed business requirements into CSM configuration for cases, case types, workflows, catalogue items and record producers, ensuring each deliverable supports the intended service process.
• Apply standard CSM functionality and best practices first, introducing targeted customisation only where configuration cannot meet the requirement and documenting the impact on upgradeability.
• Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, SLAs/OLAs, Flow Designer and UI Builder to deliver maintainable platform behaviour.
• Build and support REST integrations and SOAP integrations, together with IntegrationHub connections, while validating data exchange and failure handling.
• Execute unit testing, support user acceptance testing, manage update sets and contribute to a controlled release process through go-live and post-release support.
• Resolve production issues, monitor platform stability and maintain technical documentation and solution designs for the internal ServiceNow team.

Your profile

Essential skills

• Bring at least five years of experience with ServiceNow implementation and configuration, including hands-on ServiceNow CSM implementation and configuration.
• Apply hands-on knowledge of the CSM module, its standard functionality and data model, with a clear OOTB-first approach.
• Build or support integrations using REST, SOAP and IntegrationHub.
• Configure CSM solutions and use JavaScript/GlideScript for focused extensions, including Business Rules, Client Scripts, Script Includes and ACLs.
• Work with Flow Designer and/or UI Builder, as well as customer and consumer service portals.
• Communicate clearly with business and IT stakeholders, work independently, assess customisation critically and follow Agile/Scrum practices.

Languages

• Dutch: CEFR C1 or higher. One of Dutch or French must be the working language.
• French: CEFR C1 or higher. The other national language must be at least C1.
• English: CEFR B2 or higher.

Education

Bachelor's degree in ICT or equivalent professional experience.