- 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
- Solid 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 (Ottawa)
🏢 Jobtailor
📍 Ottawa