ServiceNow Customer Service Management Developer

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🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 ServiceNow

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iTech AG

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

🔒 Cybersecurity

Consulting • Cybersecurity • Software Development

iTech AG is a company that provides advanced technology solutions aimed at unlocking the potential of organizations in both the public and private sectors. They specialize in modernizing systems and processes through a variety of services including management consulting, portfolio, program, and project management, agile transformation, digital platforms, digital innovations, cloud and infrastructure, and cybersecurity. iTech AG is noted for its capability to tailor and implement agile solutions and their approach to secure enterprise operations. As a ServiceNow Elite Partner, they work with leading technology companies to deliver innovative solutions that meet evolving market and customer needs.

📋 Description

• 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 Contact Center as a Service (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

🎯 Requirements

• 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 • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Application Developer (CAD) • ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options