ServiceNow Customer Service Management (CSM) Developer (373)

OVERVIEW

i. Tech AG is seeking a Service. Now Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the Service. Now platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using Service.

Now 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 Service.

Now 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, Integration. Hub, 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 Service.

Now Support implementation and configuration of Now Assist for CSM capabilities Integrate Service. Now 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 Service.

Now development standards, governance processes, and security best practices Other duties as assigned MINIMUM QUALIFICATIONS 3+ years of Service. Now development experience Experience implementing or supporting Service. Now Customer Service Management (CSM) Strong understanding of Service. Now platform architecture and development Experience with JavaScript, Flow Designer, Integration.

Hub, 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 Service.

Now Certified System Administrator (CSA) Service. Now Certified Application Developer (CAD) Service. Now 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 Service.

Now Now Assist for CSM and generative AI capabilities Experience building AI Agents, Virtual Agents, or conversational AI workflows within Service. Now Familiarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilities Experience integrating Service.

Now 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 Service.

Now implementations in federal or highly regulated environments Exposure to Agile, Dev. Sec. Ops, and human-centered design practices SECURITY CLEARANCE Ability to obtain and maintain a Public Trust Pursuant to government contracts, US Citizenship is required i. Tech 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.

i. Tech 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 reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.