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 Robust 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 (Montreal)
🏢 Jobtailor
📍 Montreal