ServiceNow Customer Service Management Developer

iTech AG

ServiceNow Developer enhancing customer service management solutions on the ServiceNow platform. Responsible for design, configuration, and collaboration with business stakeholders and Agile teams.

Posted 7/7/2026full-timeRemote • Virginia • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

JavaScriptServiceNowSOAP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNow CSM ApplicationsFlow DesignerIntegrationHubREST/SOAP APIsBusiness RulesScript IncludesClient ScriptsUI PoliciesUI BuilderAgent Workspace

Soft Skills

Analytical SkillsTroubleshooting SkillsCommunication SkillsCollaboration Skills

Certifications

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