Lead the design, development, testing, and implementation of ServiceNow CSM solutions
Translate business and technical requirements into scalable, sustainable CSM solutions
Drive solution decomposition for complex initiatives and establish reusable patterns
Develop workflows and integrations using Flow Designer, Integration Hub, APIs, and events
Design and maintain secure integrations with Salesforce, credit insurance platforms, edc.ca, MyEDC.ca, Azure services, and downstream tools
Standardize CSM development patterns, reusable components, technical documentation, and production support artifacts
Improve continuous integration, continuous delivery, release readiness, testing patterns, and quality controls using Azure DevOps and Git
Lead complex troubleshooting, root cause analysis, and corrective actions for production incidents, defects, and issues
Participate in code and design reviews, peer reviews, and technical governance forums
Mentor developers and support junior developers
Collaborate with internal teams, vendors, the ServiceNow Platform Team, and stakeholders
Contribute to CSM modernization, technical debt reduction, and improvements to data and workflow models
Design and implement ServiceNow data models, service relationships, and governance practices
Design and implement ServiceNow repositories, task orchestration, and guided work experiences
Identify opportunities to use Now Assist, intelligent automation, knowledge generation, guided resolution, and agentic orchestration
Requirements University degree in business administration, information technology, computer science, engineering, business technology management, or a related field
At least 7 years of experience in software engineering,



platform development, or enterprise technology delivery
At least 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutions
Proven experience implementing ServiceNow CSM solutions in a complex enterprise environment
Experience designing and implementing enterprise case management capabilities
Experience working in agile delivery teams and supporting large-scale platform modernization initiatives
Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
Experience designing, configuring, or supporting ServiceNow repositories, task orchestration, guided work experiences, or complex case lifecycle management capabilities
Excellent understanding of ServiceNow CSM case management models, workflow design, platform governance, security, data management, and scalability
Experience translating business requirements and user stories into technical specifications and functional software
Experience writing JavaScript and ServiceNow scripts and configuring ServiceNow
Experience with Azure DevOps, continuous integration and continuous delivery practices, Git, release practices, and peer review processes
Robust analytical and problem-solving skills,



including the ability to resolve complex production issues and conduct root cause analyses
Experience collaborating with management systems analysts, product managers, architects, technical leads, vendors, and stakeholders
Proven ability to mentor or guide other developers and contribute to the development of coding standards or reusable technical patterns
Experience working in regulated or large-scale environments
Candidates must meet government security requirements
Preference will be given to candidates legally authorized to work in Canada at the time of application (Canadian citizens or permanent residents); this preference is not an absolute requirement
Core Competencies Demonstrates expertise in designing and implementing ServiceNow CSM solutions, with a strong focus on workflow design, integration, and platform governance. Proven ability to mentor developers and lead complex troubleshooting efforts in enterprise environments.
Highest-signal resume keywords ServiceNow CSM Solutions Implementation
Workflow Design and Integration
Azure DevOps and Continuous Delivery
JavaScript and ServiceNow Scripting
Mentoring and Technical Guidance
Hard Skills ServiceNow Configuration
Flow Designer
Integration Hub
APIs
Case Management Design
Task Orchestration
Data Management
Root Cause Analysis
Agile Delivery
JavaScript
Soft Skills Analytical Problem-Solving
Collaboration
Mentoring
Industry Keywords Enterprise Technology Delivery
Platform Modernization
Governance Practices
Regulated Environments
Technical Documentation
Tools & Technologies Azure Services
Git
ServiceNow
Salesforce
Continuous Integration Tools

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📌 Lead Developer, ServiceNow CSM (Quebec City)
🏢 Jobtailor
📍 Quebec City