- 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
- Solid 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
- Strong 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 (Ottawa)
🏢 Jobtailor
📍 Ottawa