Role Summary
We are seeking an experienced ServiceNow Developer with expertise in Customer Service Management (CSM) to design, develop, configure, and support ServiceNow solutions that enhance customer support operations and service delivery. The ideal candidate will have strong hands-on experience with the ServiceNow CSM module, platform development, integrations, workflows, and customization while following ServiceNow best practices.
Key Responsibilities
- Design, develop, configure, and implement solutions within the ServiceNow Customer Service Management (CSM) module.
- Configure and customize CSM applications, including case management, customer accounts, service entitlements, knowledge management, customer portals, and service catalog.
- Develop and maintain ServiceNow applications using Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Flow Designer, IntegrationHub, and Scheduled Jobs.
- Build and enhance customer-facing experiences using Service Portal, Employee Center, and CSM Configurable Workspace.
- Configure case routing, assignment rules, SLAs, escalation workflows, and automation to improve customer service efficiency.
- Develop integrations between ServiceNow and external systems using REST/SOAP APIs and IntegrationHub.
- Configure data models, tables, forms, ACLs, security roles, and user permissions.
- Perform platform upgrades, testing, troubleshooting, performance tuning, and code reviews.
- Collaborate with business analysts, architects, administrators, and stakeholders to deliver scalable ServiceNow solutions.
- Follow ServiceNow development standards, update set management, and documentation best practices.
Required Skills & Experience
- 3+ years of hands-on ServiceNow Development experience.
- Strong experience with the Customer Service Management (CSM) module.
- Experience implementing Case Management, Customer Service Operations, Customer Workflows, and Knowledge Management.
- Strong knowledge of ServiceNow platform architecture and configuration.
- Proficiency in JavaScript and ServiceNow scripting.
- Experience with Flow Designer, IntegrationHub, Workflow Editor, and automation.
- Experience with REST APIs, SOAP web services, and third-party integrations.
- Understanding of CMDB, data modeling, security roles, ACLs, and access controls.
- Experience working in Agile environments with the ServiceNow implementation lifecycle.
- Strong analytical, troubleshooting, and communication skills.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD).
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM).
- Experience with CSM Workspace, Agent Workspace, Customer Portals, Virtual Agent, AI Search, and Performance Analytics.
Pay: From $120,000.00 per year
Work Location: Hybrid remote in Melbourne VIC
