Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and customizations
Evolve standardized customer service capabilities for consistency, reuse, and scalability across business units
Translate business and technical requirements into scalable ServiceNow CSM solutions with Product Owners, Business Analysts, Architects, Technical Leads, and delivery teams
Decompose complex initiatives, design scalable solutions, establish reusable patterns, and contribute to enterprise case management standards
Develop workflows and integrations using Flow Designer, Integration Hub, APIs, events, and approved integration patterns
Build and support secure integrations with Salesforce, CIS, edc.ca, myEDC.ca, Azure services, and downstream service tools
Standardize development patterns, reusable components, technical documentation, and production support artifacts
Improve CI/CD, release readiness, testing patterns, and quality gates using Azure DevOps and Git-based version control
Lead troubleshooting, root cause analysis, and preventive remediation for incidents, defects, and production issues
Participate in code reviews, peer reviews, design reviews, and technical governance forums
Mentor developers and support citizen developers in following ServiceNow standards and best practices
Collaborate with internal teams, vendors, the ServiceNow Platform Team, and business stakeholders
Reduce technical debt and improve standard data and workflow patterns for an integrated customer journey model
Design and implement scalable ServiceNow data models, service relationships, and governance aligned with CSDM and enterprise architecture standards
Design and implement ServiceNow Playbooks, task orchestration, and guided work experiences
Identify opportunities to leverage Now Assist, intelligent workflow automation, knowledge generation,



guided resolution, and agentic process orchestration
Requirements University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related discipline
Minimum 7 years of experience in software engineering, platform development, or enterprise technology delivery
Minimum 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutions
Demonstrated experience implementing ServiceNow Customer Service Management (CSM) solutions in a complex enterprise environment
Experience implementing enterprise case management capabilities, including workflows, playbooks, customer communications, case models, and integrations
Experience with Agile delivery teams and large-scale platform modernization initiatives
Strong hands‑on experience designing, configuring, developing, testing, and supporting ServiceNow CSM solutions
Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration
Experience with ServiceNow Playbooks, task orchestration, guided work experiences, or complex case lifecycle management
Solid understanding of ServiceNow CSM case management patterns, workflow design, platform governance, security, data management, and scalability
Experience translating business requirements and user stories into technical specifications and working software
Experience with JavaScript and ServiceNow scripting/configuration
Experience with Azure DevOps, CI/CD pipelines, Git-based source control, release practices,



and peer review processes
Strong analytical and problem‑solving skills, including troubleshooting complex production issues and conducting root cause analysis
Experience collaborating with Business Analysts, Product Owners, Architects, Technical Leads, vendors, and business stakeholders
Proven ability to mentor or guide developers and contribute to reusable development standards or technical patterns
Experience working in regulated or large-scale enterprise environments
Ability to work legally in Canada at the time of application; preference given to Canadian Citizens or Permanent Residents
Must meet requisite government security screening requirements
Core Competencies Demonstrates extensive experience in designing, developing, and implementing ServiceNow Customer Service Management (CSM) solutions, with a strong focus on workflows, integrations, and enterprise case management. Proven ability to mentor developers and improve development standards while collaborating effectively with cross-functional teams.
Highest-signal resume keywords ServiceNow CSM Solutions Development
Flow Designer and Integration Hub
Agile Delivery Methodologies
Azure DevOps and CI/CD Practices
JavaScript and ServiceNow Scripting
ATS Optimization Keywords Hard Skills ServiceNow Configuration
Workflow Design
Case Management Implementation
API Development
Technical Documentation
Root Cause Analysis
Data Management
Task Orchestration
Integration Patterns
Security Governance
Soft Skills Analytical Problem-Solving
Mentoring and Guidance
Collaboration
Communication
Industry Keywords Enterprise Technology Delivery
Large-Scale Platform Modernization
Regulated Environments
Customer Journey Model
Technical Governance
Tools & Technologies Azure Services
Salesforce
Git-based Version Control
ServiceNow Platform
Now Assist

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