ServiceNow Customer Service Management (CSM) Developer (373)
过视 iTech AG 正在寻找一个服务 Now 客户服务管理 (CSM) 开发人员，以支持在 ServiceNow 平台上的企业客户服务和案例管理解决方案的设计，配置，发展和增强。理想候选人将拥有可扩展的工作流程，万道客户参与解决方案，人工智能驱动的服务能力以及使用 ServiceNow CSM 和相关平台技术的现代数字体验的经验。这一角色将与业务利益相关者，建筑师，产品所有者，敏捷团队和客户体验领导人密切合作，以现代化客户运营，自动化工作流程，提高代理生产力并增强客户自助服务经历。作用和责任 ·设计，配置，开发和支持 ServiceNow CSM 应用程序和工作流程 ·实施和增强案例管理，客户服务门户端，知识管理，代理工作空间，多道参与能力以及虚拟代理体验 ·使用 Flow Designer,IntegrationHub,商业规则，脚本包含，客户脚本，UI 政策，UI 构建器和服务门户网站开发可扩展的工作流程 · 配置和支持客户自助服务和人工智能辅助的支持体验 · 在 ServiceNow 内部构建并增强 AI 代理，虚拟代理和自动化对话工作流程 · 支持实现和配置现在 Assist for CSM 功能 · 将 ServiceNow 与外部企业系统，API,CRM 平台，电话解决方案以及 Contact Center as a Service (CCaaS) 平台集成 · 与 UX,商务分析师和利益相关者合作将要求转换为可扩展技术解决方案 ·参与包括冲刺规划，后备保养，演示和反活动等敏捷仪式 ·支持测试，部署，升级和生产发布 ·解决平台缺陷，工作流程问题和性能瓶 ·开发技术文档，实施指南和知识传输材料 ·遵循 ServiceNow 开发标准，治理过程和安全最佳实践 ·其他任务按分配的最低质量 · 3年以上 ServiceNow 发展经验 ·实现或支持 ServiceNow 客户服务管理 (CSM) 的经验 ·强有力的了解 ServiceNow 平台架构和开发 ·使用 JavaScript,Flow Designer,IntegrationHub,REST/SOAPAPI,U
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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
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to . Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
Originally posted on Himalayas