Description

OVERVIEW

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.

ROLES AND 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

MINIMUM 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

EDUCATION AND CERTIFICATIONS

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

PREFERRED QUALIFICATIONS

• 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

SECURITY CLEARANCE

• Ability to obtain and maintain a Public Trust
• Pursuant to government contracts, US Citizenship is required