Job Title: Senior ServiceNow Developer - CSM (Customer Service Management)
Location /Positions: US(Remote-Support EST hours )
Experience: 10+ years ServiceNow (3+ years (SM preferred)
Role Summary:
we are seeking a Senior ServiceNow Developer with deep Customer Service Management (CSM) expertise to design, build, and optimize solutions across the ServiceNow platform.
This role will lead development for CSM workflows, integrations, and au scalable, secure, and performant solutions aligned to business outcomes and platform best practices.
You will partner closely with product owners, architects, admins, and stakeholders to deliver enhancements across case management, service operations, knowledge, omnichannel engagement, and customer experiences.
Key Responsibilities :
- CSM Solution Development & Delivery
- Lead end-to-end development for ServiceNow CSM, including Case, Contact, Account, Consumer, Product/Entitlement (where applicable).
- Configure and customize CSM components: Case lifecycle (intake, assignment, resolution, escalation, closure), SLAs/OLAs, assignment rules, routing logic, and workflows Knowledge-centered service enablement and deflection strategies
- Implement customer-facing experiences through Service Portal / Employee Center / Customer portals (as applicable).
- Platform Engineering & Customization
- DeveLop using Flow Designer, Business Rules,
- Script Includes, UI Policies, Client Scripts, UI Actions, and Client.
- Build/extend data models, tables, and relationships while minimizing technical debt and avoiding unnecessary customization.
- Create reusable utilities and frameworks (scripted APIs, common libraries) to improve maintainability.
- Integrations & Automation
- Design and implement integrations using REST/SOAP APIs, Integrationtub spokes, MID Server, and event-driven patterns (where applicable).
- Build robust error handling, logging, and monitoring for integrations and automation.
- Support data migration and synchronization (import sets, transform maps, scheduled jobs).
- Quality, Performance & Governance
- Ensure adherence to ServiceNow best practices, secure coding, and performance optimization.
- Conduct code reviews, support CI/CD (Update Sets / Devops integration), and maintain development standards.
- Provide technical leadership: troubleshooting complex issues, root cause analysis, and platform optimization.
- Partner with architects to align implementation to platform strategy and roadmap.
- Collaboration & Leadership
Required Qualifications
- 10+ years hands-on ServiceNow development experience (or equivalent), with strong scripting skills.
- 3+ years delivering solutions specifically in ServiceNow CSM (Case Management, customer workflows, portals/engagement).
Strong experience with:
- Server-side and client-side scripting (JavaScript on ServiceNow)
- Flow Designer (and Workflow where legacy exists)
- Security model (ALs, roles,
- data separation, domain separation-if applicable)
- ServiceNow data model and CMDB awareness (where relevant)
- Proven ability to deliver in Agile environments (Scrum) and manage multiple priorities.
Preferred Qualifications
- Experience with CSM adjacent capabilities:
- Knowledge Management, Virtual Agent, Now Assist/genAI (if in scope), Performance Analytics
- Omnichannel (chat, email inbound, CTI), Interaction Management Experience with platform modules that integrate with CSM:
- ITS, Field Service Management (FS), ITOM, HRSD, SecOps
Familiarity with:
- ServiceNow DevOps, automated testing (ATF), source control, CI/CD pipelines
- Service Portal development (AngularS), UI Builder / Next Experience (where used)
ServiceNow certifications (strong plus):
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company. 
