Senior Developer, ServiceNow CSM - EN 395

Export Development Canada | Exportation et développement Canada; Halifax; Hybrid; CAD 97,000 - 129,000; Full time

Benefits offered by this job

Work-life balance

Professional development

Inclusive culture

Wellness programs

Community engagement

Job summary

Export Development Canada (EDC) is modernizing its customer service with ServiceNow CSM. We are seeking a Senior ServiceNow CSM Developer to design, build, test, and deploy scalable CSM solutions, leading complex work and guiding teammates in a regulated enterprise.

You will drive standardized case models, workflows, playbooks, reports, and integrations, collaborating with business and technical teams to improve governance, reuse, and capabilities such as AI-enabled service support.

Qualifications

• Senior hands-on engineering experience with ServiceNow CSM.
• Ability to lead design and delivery across teams.
• Experience improving governance and scalable solutions in regulated settings.

Responsibilities

• Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, workflows, playbooks, emails, forms, tasks, integrations, reports, configurations, and platform customizations.
• Contribute to standardized customer service capabilities for consistency, reuse, and scalability across units.
• Translate business requirements into deliverable user stories and mentor other developers.

Skills

ServiceNow CSM

Technical leadership

Cross-functional collaboration

Regulated environment

Tools

ServiceNow

Job description

Application deadline: September 16th, 2026 12:00pm ET

Join the EDC Team! At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position: Senior Developer, ServiceNow CSM

Employment Type: Permanent

Compensation Details

Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Location

Export Development Canada operates under a hybrid work model, with employees currently required to work from the office two days per week. Effective September 2026, this requirement will increase to three days per week and will be implemented gradually through a phased approach based on employee location. (subject to change). This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, Calgary and Halifax. Relocation assistance is available for candidates who meet the eligibility criteria. Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.

About EDC

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.

• Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays.
• Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
• Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
• Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
• Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

Team Overview

The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC: Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation. Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization. Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade. Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

Senior ServiceNow CSM Developer

As EDC modernizes ServiceNow Customer Service Management (CSM), the Digital Platform Delivery & Architecture group is seeking a Senior ServiceNow CSM Developer to help design, build, and support scalable, secure, and reusable CSM solutions. This role will contribute to EDC's effort to standardize case management, reduce fragmentation, improve workflow visibility, strengthen governance, and enable future capabilities such as playbooks, integrations, reporting, automation, and AI-enabled service support. This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers, improve reusable patterns, and support the evolution of a more integrated and sustainable CSM platform. The role is well suited to someone who enjoys solving complex workflow problems, collaborating across business and technical teams, and raising engineering quality in a regulated enterprise environment.

What you will be doing

• Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, case tables, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and platform customizations.
• Contribute to the evolution of standardized customer service capabilities that promote consistency, reuse, and scalability across business units.
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