ServiceNow CSM Developer - AI-Powered Support & Automation

iTech AG; Arlington (VA); On-site; USD 105,000 - 150,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Accommodations for disabilities

Job summary

iTech AG in Arlington, VA is seeking a ServiceNow CSM Developer to design, configure, and enhance enterprise customer service and case management on the ServiceNow platform. You will implement scalable workflows, omnichannel engagement, and AI-powered service capabilities with a focus on modern digital experiences.

The role collaborates with stakeholders and Agile teams to modernize customer operations, automate workflows, and improve agent productivity while delivering robust self-service

Qualifications

• 3+ years of ServiceNow development experience.
• Experience implementing or supporting ServiceNow Customer Service Management (CSM).
• Strong understanding of ServiceNow platform architecture and development.
• Experience with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent Workspace.
• Experience developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLs.
• Experience working in Agile/SAFe delivery environments.
• Strong analytical, troubleshooting, and communication skills.
• Ability to work collaboratively with technical and non-technical stakeholders.

Responsibilities

• Design, configure, develop, and support ServiceNow CSM applications and workflows.
• Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences.
• Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal.
• Configure and support customer self-service and AI-assisted support experiences.
• Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow.
• Support implementation and configuration of Now Assist for CSM capabilities.
• Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and CCaaS platforms.
• Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions.
• Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives.
• Support testing, deployments, upgrades, and production releases.
• Troubleshoot platform defects, workflow issues, and performance bottlenecks.
• Develop technical documentation, implementation guides, and knowledge transfer materials.
• Follow ServiceNow development standards, governance processes, and security best practices.
• Other duties as assigned.

Skills

JavaScript

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

UI Builder

Service Portal

Agent Workspace

Analytical skills

Troubleshooting

Communication skills

Agile/SAFe

Education

CSA

CAD

CIS-CSM

Tools

ServiceNow Platform

Job description

iTech AG in Arlington, VA is seeking a ServiceNow CSM Developer to design, configure, and enhance enterprise customer service and case management on the ServiceNow platform. You will implement scalable workflows, omnichannel engagement, and AI-powered service capabilities with a focus on modern digital experiences.

The role collaborates with stakeholders and Agile teams to modernize customer operations, automate workflows, and improve agent productivity while delivering robust self-service