A Belgian federal public sector organisation uses ServiceNow as its enterprise service management platform, with ITSM, HRSD and Customer Service Management (CSM) already supporting multiple departments. This ServiceNow CSM Developer role supports ServiceNow CSM implementation and configuration for CSM 2.0, translating agreed requirements into maintainable configurations and targeted JavaScript/GlideScript development. The work centres on an OOTB-first approach, with REST, SOAP and IntegrationHub used when CSM must connect to external systems.
The mission
The organisation is extending a live ServiceNow ESM environment rather than starting from a blank platform. ITSM, HRSD and CSM are already operational, while CSM 2.0 covers case management, case types, workflows, catalog items, record producers and customer or consumer service portals. The delivery team has three members, a CSM Architect, a business analyst and this developer, enabling close alignment between requirements, architecture and implementation.
As a ServiceNow developer, you will own the configuration and development needed to move CSM requirements through delivery, testing, release, go-live and post-go-live support. Your ServiceNow CSM configuration should favour standard data models and functionality, while Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, SLAs/OLAs, Flow Designer and UI Builder are applied selectively. You will support unit testing and UAT, maintain update sets, troubleshoot integrations and help keep the platform stable and upgradeable.
Your responsibilities
- Translate agreed business requirements into working configurations within the ServiceNow CSM module.
- Deliver maintainable case management, case types, workflows, catalog items, record producers and CSM portal functionality.
- Prioritise standard CSM capabilities and best practices, limiting customisation where configuration can meet the requirement.
- Build and support integrations with external systems through REST, SOAP and IntegrationHub.
- Validate solutions through unit testing and UAT, then support update sets, releases, go-live and production issue resolution.
- Document solution designs and OOTB versus customisation decisions, contributing to knowledge sharing within the ServiceNow team.
Your profile
Essential skills
- Bring at least five years of experience in ServiceNow implementation and configuration, including hands-on work with the CSM module.
- Demonstrate thorough knowledge of standard CSM functionality and its data model.
- Configure CSM solutions with an OOTB-first, best-practice-driven approach and a clear focus on maintainability, performance and upgradeability.
- Use JavaScript/GlideScript for targeted extensions involving Business Rules, Client Scripts, Script Includes, UI Policies and ACLs.
- Configure and apply Flow Designer and/or UI Builder, including customer and consumer service portals.
- Integrate ServiceNow with external systems through REST, SOAP and IntegrationHub, and troubleshoot integration behaviour.
- Work effectively with Agile/Scrum methods, communicate clearly with business and IT stakeholders, and assess customisation choices independently and pragmatically.
Languages
- Dutch: C1, with French at C1 when Dutch is the primary working language.
- French: C1, with Dutch at C1 when French is the primary working language.
- English: B2.
Education
- Bachelor's degree in ICT or equivalent professional experience.