ServiceNow Customer Service Management (CSM) Developer (373)

iTech AG•Arlington, VA

37d

About The Position

iTech AG is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies. This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences.

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

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field
Experience with ServiceNow Now Assist for CSM and generative AI capabilities
Experience building AI Agents, Virtual Agents, or conversational AI workflows within ServiceNow
Familiarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilities
Experience integrating ServiceNow with Contact Center as a Service (CCaaS) or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact Center
Experience supporting omnichannel customer engagement and customer experience (CX) modernization initiatives
Experience designing customer self-service and AI-assisted support experiences
Familiarity with knowledge management and AI grounding best practices
Experience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modules
Experience supporting enterprise-scale ServiceNow implementations in federal or highly regulated environments
Exposure to Agile, DevSecOps, and human-centered design practices

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 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
Other duties as assigned