Lead Developer, ServiceNow CSM

Jobtailor

Ottawa

On-site

CAD 120,000 - 165,000

Full time

2 days ago

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Job summary

Jobtailor is seeking a senior ServiceNow CSM specialist to lead design, development, and deployment of enterprise CSM solutions in Ottawa. You will translate complex requirements into scalable workflows, build secure integrations, and drive governance across platforms.

Candidates should have 7+ years in software/enterprise technology, strong ServiceNow scripting, and hands-on experience with Flow Designer, Integration Hub, and Azure DevOps.

Qualifications

Experience configuring, developing, and supporting ServiceNow CSM solutions in a complex enterprise.
At least 7 years in software engineering or enterprise technology delivery.
Hands-on experience with Flow Designer, Integration Hub, APIs, and events in ServiceNow.
Experience with Azure DevOps, CI/CD, Git, and release practices.
Ability to translate business requirements into technical specifications.

Responsibilities

Lead design, development, testing, and implementation of ServiceNow CSM solutions.
Translate business and technical requirements into scalable CSM solutions.
Develop workflows and integrations using Flow Designer, Integration Hub, and APIs.
Design and maintain secure integrations with Salesforce and Azure services.
Standardize development patterns and create production support artifacts.
Improve CI/CD and release readiness using Azure DevOps and Git.
Mentor developers and participate in code/design reviews.
Collaborate with internal teams and stakeholders to modernize CSM.

Skills

ServiceNow CSM Solutions

Workflow Design

Integration Design

Mentoring

Agile Delivery

Root Cause Analysis

Governance

Technical Documentation

Education

University degree in business administration, information technology, computer science, engineering, business technology management, or a related field

Tools

ServiceNow

Flow Designer

Integration Hub

APIs

Azure DevOps

Git

Salesforce

Job description

Lead the design, development, testing, and implementation of ServiceNow CSM solutions
Translate business and technical requirements into scalable, sustainable CSM solutions
Drive solution decomposition for complex initiatives and establish reusable patterns
Develop workflows and integrations using Flow Designer, Integration Hub, APIs, and events
Design and maintain secure integrations with Salesforce, credit insurance platforms, edc.ca, MyEDC.ca, Azure services, and downstream tools
Standardize CSM development patterns, reusable components, technical documentation, and production support artifacts
Improve continuous integration, continuous delivery, release readiness, testing patterns, and quality controls using Azure DevOps and Git
Lead complex troubleshooting, root cause analysis, and corrective actions for production incidents, defects, and issues
Participate in code and design reviews, peer reviews, and technical governance forums
Mentor developers and support junior developers
Collaborate with internal teams, vendors, the ServiceNow Platform Team, and stakeholders
Contribute to CSM modernization, technical debt reduction, and improvements to data and workflow models
Design and implement ServiceNow data models, service relationships, and governance practices
Design and implement ServiceNow repositories, task orchestration, and guided work experiences
Identify opportunities to use Now Assist, intelligent automation, knowledge generation, guided resolution, and agentic orchestration

Requirements

University degree in business administration, information technology, computer science, engineering, business technology management, or a related field
At least 7 years of experience in software engineering, platform development, or enterprise technology delivery
At least 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutions
Proven experience implementing ServiceNow CSM solutions in a complex enterprise environment
Experience designing and implementing enterprise case management capabilities
Experience working in agile delivery teams and supporting large-scale platform modernization initiatives
Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
Experience designing, configuring, or supporting ServiceNow repositories, task orchestration, guided work experiences, or complex case lifecycle management capabilities
Excellent understanding of ServiceNow CSM case management models, workflow design, platform governance, security, data management, and scalability
Experience translating business requirements and user stories into technical specifications and functional software
Experience writing JavaScript and ServiceNow scripts and configuring ServiceNow
Experience with Azure DevOps, continuous integration and continuous delivery practices, Git, release practices, and peer review processes
Strong analytical and problem-solving skills, including the ability to resolve complex production issues and conduct root cause analyses
Experience collaborating with management systems analysts, product managers, architects, technical leads, vendors, and stakeholders
Proven ability to mentor or guide other developers and contribute to the development of coding standards or reusable technical patterns
Experience working in regulated or large-scale environments
Candidates must meet government security requirements
Preference will be given to candidates legally authorized to work in Canada at the time of application (Canadian citizens or permanent residents); this preference is not an absolute requirement

Core Competencies

Demonstrates expertise in designing and implementing ServiceNow CSM solutions, with a strong focus on workflow design, integration, and platform governance. Proven ability to mentor developers and lead complex troubleshooting efforts in enterprise environments.

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