ServiceNow CSM (Customer Service Management) Technical

Sapsol Technologies Inc; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

Sapsol Technologies Inc in Calgary, Alberta, is seeking a ServiceNow CSM Technical Lead/Developer to design, build, configure, and implement CSM solutions that meet business needs.

You will provide hands-on development and technical leadership, collaborating with stakeholders, architects, and other technical teams to ensure delivery excellence through best practices, case management, entitlements, SLAs, and integrations (ITSM/FSM/HRSD and external systems).

Qualifications

• 5+ years of ServiceNow experience, including 2+ years in a technical lead role.
• Deep understanding of ServiceNow platform capabilities and architecture.
• Experience developing and customizing CSM components such as Case Management, Portal widgets, Playbooks, SLAs, and Entitlements.
• Strong scripting experience with JavaScript and integrations.

Responsibilities

• Design, develop, configure, and implement ServiceNow CSM solutions.
• Provide hands-on development and technical leadership.
• Collaborate with stakeholders, architects, and other teams to ensure high-quality delivery.
• Integrate CSM with ITSM, FSM, HRSD and external systems.

Skills

ServiceNow experience

Technical leadership

CSM components

Integrations

JavaScript scripting

Agile methodologies

Tools

Flow Designer

REST APIs

SOAP APIs

Job description

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer to design, create, configure, and implement ServiceNow CSM solutions to meet business needs. This position requires technical leadership, hands‑on development, and cooperation with business stakeholders, architects, and other technical teams to ensure high‑quality delivery in accordance with best practices and organizational goals.

Experience

5+ years (with at least 2+ years in a Technical Lead Role)

Required Skills & Qualifications

• 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
• Deep understanding of ServiceNow platform capabilities and architecture.
• Develop and customize CSM components such as:
• Case Management
• Account & Contact Management
• Entitlements, SLAs, and Contract Management
• Customer Portal / Service Portal widgets
• Playbooks for CSM, Agent Workspace, and Guided Decisions
• Configure and customize forms, workflows, business rules, client scripts, UI policies, UI actions, and notifications.
• Integrate ServiceNow CSM with other modules (ITSM, FSM, HRSD) or external systems (e.g., Salesforce, SAP, third‑party CRMs).
• Strong scripting knowledge (JavaScript, GlideScript, Flow Designer, etc.).
• Proficiency in integrations (REST/SOAP APIs, webhooks, etc.).
• Hands‑on experience with Agile methodologies and tools (ServiceNow Agile 2.0)

Certifications

• ServiceNow Certified System Administrator (CSA) –Required
• ServiceNow Certified Application Developer –Required
• ServiceNow Certified Implementation Specialist (CSM) –Required