A Belgian federal public sector organisation uses ServiceNow as its enterprise service management platform, with ITSM, HRSD and CSM already supporting several departments. As part of the CSM 2.0 delivery, the ServiceNow CSM Developer will turn agreed business requirements into maintainable CSM configuration and targeted development, including REST integrations, SOAP integrations and IntegrationHub connections.
The mission
The organisation is extending its Customer Service Management module in ServiceNow, referred to as CSM internally, while keeping the platform as close as possible to standard functionality. The module must support cases, case types, workflows, catalogue items and record producers, with an OOTB-first approach that protects performance, maintainability and upgradeability. The work sits within an established enterprise platform alongside operational ITSM and HRSD modules.
You will work in a three-person CSM 2.0 delivery team with a CSM Architect and a Business Analyst. Your scope covers translating requirements into configuration and focused scripting, configuring customer and consumer service portals, supporting integrations, and taking solutions through testing, release, go-live and post-production support. You will also document technical decisions and contribute to the internal ServiceNow team's knowledge.
Your responsibilities
- Translate agreed business requirements into CSM configuration for cases, case types, workflows, catalogue items and record producers, ensuring each deliverable supports the intended service process.
- Apply standard CSM functionality and best practices first, introducing targeted customisation only where configuration cannot meet the requirement and documenting the impact on upgradeability.
- Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, SLAs/OLAs, Flow Designer and UI Builder to deliver maintainable platform behaviour.
- Build and support REST integrations and SOAP integrations, together with IntegrationHub connections, while validating data exchange and failure handling.
- Execute unit testing, support user acceptance testing, manage update sets and contribute to a controlled release process through go-live and post-release support.
- Resolve production issues, monitor platform stability and maintain technical documentation and solution designs for the internal ServiceNow team.
Your profile
Essential skills
- Bring at least five years of experience with ServiceNow implementation and configuration, including hands-on ServiceNow CSM implementation and configuration.
- Apply hands-on knowledge of the CSM module, its standard functionality and data model, with a clear OOTB-first approach.
- Build or support integrations using REST, SOAP and IntegrationHub.
- Configure CSM solutions and use JavaScript/GlideScript for focused extensions, including Business Rules, Client Scripts, Script Includes and ACLs.
- Work with Flow Designer and/or UI Builder, as well as customer and consumer service portals.
- Communicate clearly with business and IT stakeholders, work independently, assess customisation critically and follow Agile/Scrum practices.
Languages
- Dutch: CEFR C1 or higher. One of Dutch or French must be the working language.
- French: CEFR C1 or higher. The other national language must be at least C1.
- English: CEFR B2 or higher.
Education
- Bachelor's degree in ICT or equivalent professional experience.