ServiceNow CSM Technical Lead

BCforward; Calgary; On-site; CAD 123,984 - 130,872; Full time

Job summary

A prominent IT services company in Calgary is seeking a highly motivated ServiceNow CSM Technical Lead. The role involves designing, developing and configuring ServiceNow CRM solutions, leading technical efforts and collaborating with stakeholders. Candidates should have over 5 years of experience with ServiceNow, including at least 2 years in a technical lead role. Engagement is on a contract basis with a competitive hourly rate. This is an opportunity to contribute significantly to innovative IT solutions.

Qualifications

• 5+ years of ServiceNow experience.
• At least 2+ years in technical leadership roles.
• Deep understanding of ServiceNow platform capabilities.

Responsibilities

• Design, develop and configure ServiceNow CSM components.
• Customize Customer Portal and Service Portal widgets.
• Integrate ServiceNow CSM with other modules and external systems.

Skills

ServiceNow experience

Technical leadership

Agile methodologies

Education

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer

ServiceNow Certified Implementation Specialist (CSM)

Job description

BCforward is currently seeking a highly motivated ServiceNow CSM Technical Lead in Calgary, Alberta.

Position Overview

Position Title: ServiceNow CSM Technical Lead

Anticipated Start Date: ASAP (target; subject to change)

Expected Duration: 6 months with possibilities for extension

Job Type: Contract – 40 hrs/week

The ServiceNow CSM (Customer Service Management) Technical Lead / Developer is responsible for designing, creating, configuring, and implementing ServiceNow CSM solutions. The role requires technical leadership, hands‑on development, and collaboration with business stakeholders, architects, and other technical teams to ensure high‑quality delivery according to best practices and organizational goals.

Experience – 5+ years with at least 2+ years in a Technical Lead Role

Responsibilities

• Design, develop and configure ServiceNow CSM components such as Case Management, Account & Contact Management, Entitlements, SLAs, and Contract Management.
• Build and customize 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 (Salesforce, SAP, third‑party CRMs) using REST/SOAP APIs, webhooks, etc.
• Utilize agile methodologies and tools (ServiceNow Agile 2.0) to deliver solutions.

Requirements

• 5+ years of ServiceNow experience, with at least 2+ years in technical leadership roles.
• Deep understanding of ServiceNow platform capabilities and architecture.
• Hands‑on experience with Agile methodologies and tools (ServiceNow Agile 2.0).

Certifications (Required)

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

Additional Information

• Seniority level: Mid‑Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting
• Location: Calgary, Alberta, Canada
• Hourly rate: CA$90.00–CA$95.00

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