Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and customizationsEvolve standardized customer service capabilities for consistency, reuse, and scalability across business unitsTranslate business and technical requirements into scalable ServiceNow CSM solutions with Product Owners, Business Analysts, Architects, Technical Leads, and delivery teamsDecompose complex initiatives, design scalable solutions, establish reusable patterns, and contribute to enterprise case management standardsDevelop workflows and integrations using Flow Designer, Integration Hub, APIs, events, and approved integration patternsBuild and support secure integrations with Salesforce, CIS, edc.Ca, myEDC.Ca, Azure services, and downstream service toolsStandardize development patterns, reusable components, technical documentation, and production support artifactsImprove CI/CD, release readiness, testing patterns, and quality gates using Azure DevOps and Git-based version controlLead troubleshooting, root cause analysis, and preventive remediation for incidents, defects, and production issuesParticipate in code reviews, peer reviews, design reviews, and technical governance forumsMentor developers and support citizen developers in following ServiceNow standards and best practicesCollaborate with internal teams, vendors, the ServiceNow Platform Team, and business stakeholdersReduce technical debt and improve standard data and workflow patterns for an integrated customer journey modelDesign and implement scalable ServiceNow data models, service relationships, and governance aligned with CSDM and enterprise architecture standardsDesign and implement ServiceNow Playbooks, task orchestration, and guided work experiencesIdentify opportunities to leverage Now Assist, intelligent workflow automation,



knowledge generation, guided resolution, and agentic process orchestrationRequirementsUniversity degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related disciplineMinimum 7 years of experience in software engineering, platform development, or enterprise technology deliveryMinimum 5 years of hands‑on experience configuring, developing, and supporting ServiceNow solutionsDemonstrated experience implementing ServiceNow Customer Service Management (CSM) solutions in a complex enterprise environmentExperience implementing enterprise case management capabilities, including workflows, playbooks, customer communications, case models, and integrationsExperience with Agile delivery teams and large-scale platform modernization initiativesStrong hands‑on experience designing, configuring, developing, testing, and supporting ServiceNow CSM solutionsExperience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configurationExperience with ServiceNow Playbooks, task orchestration, guided work experiences, or complex case lifecycle managementStrong understanding of ServiceNow CSM case management patterns, workflow design, platform governance, security, data management, and scalabilityExperience translating business requirements and user stories into technical specifications and working softwareExperience with JavaScript and ServiceNow scripting/configurationExperience with Azure DevOps, CI/CD pipelines,



Git-based source control, release practices, and peer review processesStrong analytical and problem‑solving skills, including troubleshooting complex production issues and conducting root cause analysisExperience collaborating with Business Analysts, Product Owners, Architects, Technical Leads, vendors, and business stakeholdersProven ability to mentor or guide developers and contribute to reusable development standards or technical patternsExperience working in regulated or large-scale enterprise environmentsAbility to work legally in Canada at the time of application; preference given to Canadian Citizens or Permanent ResidentsMust meet requisite government security screening requirementsCore CompetenciesDemonstrates extensive experience in designing, developing, and implementing ServiceNow Customer Service Management (CSM) solutions, with a robust 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 keywordsServiceNow CSM Solutions DevelopmentFlow Designer and Integration HubAgile Delivery MethodologiesAzure DevOps and CI/CD PracticesJavaScript and ServiceNow ScriptingATS Optimization KeywordsHard SkillsServiceNow ConfigurationWorkflow DesignCase Management ImplementationAPI DevelopmentTechnical DocumentationRoot Cause AnalysisData ManagementTask OrchestrationIntegration PatternsSecurity GovernanceSoft SkillsAnalytical Problem-SolvingMentoring and GuidanceCollaborationCommunicationIndustry KeywordsEnterprise Technology DeliveryLarge-Scale Platform ModernizationRegulated EnvironmentsCustomer Journey ModelTechnical GovernanceTools & TechnologiesAzure ServicesSalesforceGit-based Version ControlServiceNow PlatformNow Assist#J-18808-Ljbffr

📌 Senior Developer, Servicenow Csm (Ottawa)
🏢 Jobtailor
📍 Ottawa