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

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 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 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

📌 Senior Developer, ServiceNow CSM (Montreal)
🏢 Jobtailor
📍 Montreal