Senior Developer, ServiceNow CSM

Jobtailor

Ottawa

On-site

CAD 110,000 - 160,000

Full time

2 days ago

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Job summary

Jobtailor in Ottawa seeks a senior ServiceNow CSM expert to lead design, development, testing, and implementation of CSM solutions, including case models, workflows, and integrations. You will collaborate with Product Owners, Business Analysts, Architects, and delivery teams to ensure scalable, standardized customer service capabilities across units.

You will translate business requirements into technical solutions, establish reusable patterns, and contribute to enterprise case management

Qualifications

Experience implementing ServiceNow Customer Service Management (CSM) solutions in a complex enterprise environment.
Experience with enterprise case management capabilities, including workflows, playbooks, and integrations.
Strong hands-on experience designing, configuring, developing, testing, and supporting ServiceNow CSM solutions.
Experience with Agile delivery teams and large-scale platform modernization initiatives.

Responsibilities

Lead design, development, testing, and implementation of ServiceNow CSM solutions.
Evolve standardized customer service capabilities for consistency, reuse, and scalability across business units.
Translate requirements into scalable ServiceNow solutions with cross-functional teams.
Decompose complex initiatives and design scalable patterns and governance.
Develop workflows and integrations using Flow Designer, Integration Hub, APIs, and events.
Build and support secure integrations with Salesforce, Azure services, and downstream tools.
Improve CI/CD, release readiness, testing patterns, and quality gates using Azure DevOps and Git.
Lead troubleshooting, root cause analysis, and remediation for incidents and production issues.
Mentor developers and guide citizen developers in ServiceNow standards and best practices.
Collaborate with internal teams, vendors, and stakeholders to deliver end-to-end solutions.

Skills

ServiceNow CSM

Flow Designer

Integration Hub

Azure DevOps

CI/CD

JavaScript

Education

University degree in relevant field

Tools

ServiceNow Platform

Git-based Version Control

Azure Services

Job description

Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and customizations
Evolve standardized customer service capabilities for consistency, reuse, and scalability across business units
Translate business and technical requirements into scalable ServiceNow CSM solutions with Product Owners, Business Analysts, Architects, Technical Leads, and delivery teams
Decompose complex initiatives, design scalable solutions, establish reusable patterns, and contribute to enterprise case management standards
Develop workflows and integrations using Flow Designer, Integration Hub, APIs, events, and approved integration patterns
Build and support secure integrations with Salesforce, CIS, edc.ca, myEDC.ca, Azure services, and downstream service tools
Standardize development patterns, reusable components, technical documentation, and production support artifacts
Improve CI/CD, release readiness, testing patterns, and quality gates using Azure DevOps and Git-based version control
Lead troubleshooting, root cause analysis, and preventive remediation for incidents, defects, and production issues
Participate in code reviews, peer reviews, design reviews, and technical governance forums
Mentor developers and support citizen developers in following ServiceNow standards and best practices
Collaborate with internal teams, vendors, the ServiceNow Platform Team, and business stakeholders
Reduce technical debt and improve standard data and workflow patterns for an integrated customer journey model
Design and implement scalable ServiceNow data models, service relationships, and governance aligned with CSDM and enterprise architecture standards
Design and implement ServiceNow Playbooks, task orchestration, and guided work experiences
Identify opportunities to leverage Now Assist, intelligent workflow automation, knowledge generation, guided resolution, and agentic process orchestration

Requirements

University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related discipline
Minimum 7 years of experience in software engineering, platform development, or enterprise technology delivery
Minimum 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutions
Demonstrated experience implementing ServiceNow Customer Service Management (CSM) solutions in a complex enterprise environment
Experience implementing enterprise case management capabilities, including workflows, playbooks, customer communications, case models, and integrations
Experience with Agile delivery teams and large-scale platform modernization initiatives
Strong hands‑on experience designing, configuring, developing, testing, and supporting ServiceNow CSM solutions
Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
Experience with ServiceNow Playbooks, task orchestration, guided work experiences, or complex case lifecycle management
Strong understanding of ServiceNow CSM case management patterns, workflow design, platform governance, security, data management, and scalability
Experience translating business requirements and user stories into technical specifications and working software
Experience with JavaScript and ServiceNow scripting/configuration
Experience with Azure DevOps, CI/CD pipelines, Git-based source control, release practices, and peer review processes
Strong analytical and problem‑solving skills, including troubleshooting complex production issues and conducting root cause analysis
Experience collaborating with Business Analysts, Product Owners, Architects, Technical Leads, vendors, and business stakeholders
Proven ability to mentor or guide developers and contribute to reusable development standards or technical patterns
Experience working in regulated or large-scale enterprise environments
Ability to work legally in Canada at the time of application; preference given to Canadian Citizens or Permanent Residents
Must meet requisite government security screening requirements

Core Competencies

Demonstrates extensive experience in designing, developing, and implementing ServiceNow Customer Service Management (CSM) solutions, with a strong focus on workflows, integrations, and enterprise case management. Proven ability to mentor developers and improve development standards while collaborating effectively with cross-functional teams.

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