ServiceNow Customer Service Management (CSM) DeveloperJP055187

Itproposal; Brussel Hoofdstad; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Itproposal is seeking a ServiceNow CSM Developer in Brussels with a strong background in configuring and delivering CSM solutions within an ESM context. You will translate business requirements into scalable platform configurations and help maintain CSM Portals for both internal and external users.

The role emphasizes an OOTB-first approach, collaboration with a small delivery team, and hands-on work with JavaScript/GlideScript, Flow Designer, and UI Builder to extend native capabilities when

Qualifications

• Bachelor's degree in ICT or equivalent practical experience.
• 5+ years hands-on experience in ServiceNow platform implementation and configuration.
• Proven experience implementing and supporting the ServiceNow CSM module.

Responsabilités

• Translate business requirements into robust configurations across the ServiceNow CSM module.
• Build and maintain cases, case types, workflows, service catalog items, record producers, and CSM Portals.
• Configure core platform elements including Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, Notifications, and SLA/OLA frameworks.

Connaissances

ServiceNow CSM

JavaScript

GlideScript

Flow Designer

UI Builder

CSM Portal

REST/SOAP

IntegrationHub

Agile/Scrum

Documentation

Formation

Bachelor's Degree in ICT

Outils

ServiceNow Platform

Flow Designer

UI Builder

IntegrationHub

REST

SOAP

Description du poste

Position: ServiceNow Customer Service Management (CSM) Developer

Location: Brussels (Hybrid Remote Options Available)

Contract Duration: September 23, 2026 – December 31, 2026 (Initial 4-month assignment with potential extension)

Working Hours: Full-time (40 hours/week)

Position Overview

We are seeking an experienced ServiceNow CSM Developer to lead the technical implementation and enhancement of a Customer Service Management (CSM 2.0) framework within a public sector Enterprise Service Management (ESM) ecosystem.

Collaborating closely with an internal CSM Architect and Business Analyst in a dedicated three-person delivery team, you will translate defined business requirements into scalable, high-performance platform configurations. This role requires a strict Out-Of-The-Box (OOTB)-first philosophy, prioritizing standard platform capabilities and best practices to ensure long-term maintainability, platform stability, and seamless upgradeability.

Key Responsibilities

• Core Solution Delivery & Configuration:
  • Translate business requirements into robust configurations across the ServiceNow CSM module.
  • Build and maintain cases, case types, workflows, service catalog items, record producers, and CSM Portals (Customer and Consumer Service Portals).
  • Configure core platform elements including Business Rules, Client Scripts, Script Includes, UI Policies, Access Control Lists (ACLs), Notifications, and SLA/OLA frameworks.
• OOTB Architecture & Technical Governance:
  • Enforce an OOTB-first approach to minimize custom code and preserve seamless upgrade paths.
  • Utilize JavaScript/GlideScript, Flow Designer, and UI Builder selectively when native platform capabilities require specific extension.
  • Document all architecture choices, specifically detailing trade-offs between OOTB configurations and custom code.
• Integrations, Testing & Platform Operations:
  • Develop and support external system integrations via REST, SOAP, and IntegrationHub.
  • Perform unit testing and assist business teams with User Acceptance Testing (UAT).
  • Manage Update Sets, ensure smooth delivery through deployment pipelines, and support post-go-live activities and production issue resolutions.
• Knowledge Transfer & Collaboration:
  • Maintain solution design documentation and technical specifications.
  • Drive knowledge sharing to elevate the autonomy and expertise of the internal technical team.

Core Competencies & Qualifications

Education & Experience

• Bachelor's Degree in ICT (or equivalent practical experience).
• Minimum 5 years of hands-on experience in ServiceNow platform implementation and configuration.
• Proven track record implementing and supporting the ServiceNow CSM module.

Technical & Methodological Skills

• ServiceNow Expertise: Deep understanding of the CSM data model, core features, and architectural standards.
• Development Skills: Strong proficiency in JavaScript/GlideScript, Flow Designer, UI Builder, and CSM Portal configuration.
• Integrations: Practical experience building and maintaining web service integrations (REST/SOAP, IntegrationHub).
• Delivery Frameworks: Solid understanding of Agile/Scrum delivery models.

Behavioral & Soft Skills

• Strong analytical, pragmatic, and quality-focused mindset.
• Ability to work independently while critically evaluating custom code requests.
• Excellent communication skills to interface between technical delivery teams and functional stakeholders.

Language Requirements

• Dutch or French: Native/Full Professional Proficiency in one, with strong working proficiency in the second.
• English: Professional working proficiency for technical documentation and collaboration.

Preferred Qualifications (Desirable Assets)

• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – Customer Service Management (CIS-CSM).
• Domain Experience: Background working within public sector or governmental ICT frameworks.
• Broader ServiceNow Modules: Exposure to ITSM, HRSD, Virtual Agent, Employee Center, or Service Portal architecture.