ServiceNow CSM Developer: AI-Driven Workflows

itechag; Arlington (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

iTech AG seeks a ServiceNow CSM Developer to design, configure, and extend enterprise customer service and case management on the ServiceNow platform in Arlington, VA. Collaborate with stakeholders to modernize operations, automate workflows, and improve agent productivity.

The role requires hands-on development with Flow Designer, IntegrationHub, UI Builder, Service Portal, and AI-enabled capabilities, plus integration with external systems.

Qualifications

• 3+ years of ServiceNow development experience.
• Experience implementing or supporting ServiceNow CSM.
• Strong understanding of ServiceNow architecture and development.
• Proficiency with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder/Service Portal, and Agent Workspace.
• Experience with Business Rules, Script Includes, Client Scripts, UI Policies, workflows, ACLs; Agile/SAFe environments.
• Excellent analytical, troubleshooting, and communication skills; ability to collaborate with stakeholders.

Responsibilities

• Design, configure, develop, and support ServiceNow CSM applications and workflows.
• Implement Case Management, Customer Service Portals, Knowledge Management, and omnichannel engagements.
• Develop scalable workflows using Flow Designer, IntegrationHub, and scripting components.
• Support AI-enabled experiences and Now Assist features for CSM.
• Integrate ServiceNow with external systems, APIs, CRM, and CCaaS platforms.
• Participate in Agile ceremonies and ensure governance and security best practices.

Skills

JavaScript

Agile/SAFe

Analytical skills

Communication

Collaboration

Education

ServiceNow CSA

ServiceNow CAD

CIS-CSM

Tools

Flow Designer

IntegrationHub

REST/SOAP APIs

UI Builder

Service Portal

Agent Workspace

Job description

iTech AG seeks a ServiceNow CSM Developer to design, configure, and extend enterprise customer service and case management on the ServiceNow platform in Arlington, VA. Collaborate with stakeholders to modernize operations, automate workflows, and improve agent productivity.

The role requires hands-on development with Flow Designer, IntegrationHub, UI Builder, Service Portal, and AI-enabled capabilities, plus integration with external systems.