Role overview

Qualifications

3+ years of ServiceNow development experience
Experience implementing or supporting ServiceNow Customer Service Management (CSM)
Strong understanding of ServiceNow platform architecture and development
ServiceNow Certified System Administrator (CSA)

Responsibilities

Design, configure, develop, and support ServiceNow CSM applications and workflows
Implement and enhance Case Management, Customer Service Portals, Knowledge Management
Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules
Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions

Key facts

Remote from: Virginia (USA)
Full time
Mid-level (2-5 years)
Customer Service Manager
English

Other skills

Analytical Skills
Problem Solving
Communication
Collaboration

About the company

iTech AG

iTech AG is a technology consulting firm that helps federal, state and private organizations streamline their operations by modernizing their systems and processes. Our goal is to turn organizations into more efficient versions of themselves, so they can achieve better, faster and more predictable results. Founded in 2008, our firm began with a small core team eager to help organizations embrace agility to thrive in today's digital world. Since then, our team has grown significantly, and our capabilities have evolved too. Today, our services include: • Management Consulting • Agile Transformation • Portfolio, Program & Project Management • Digital Platforms • Digital Innovations • Cloud & Infrastructure • Cybersecurity In 2015, iTech AG was certified as an 8(a) disadvantaged small business by the U.S. Small Business Administration. This enabled us to develop a stronger presence in the federal market by enabling agencies to procure our services quickly and efficiently. In the past, we’ve completed numerous large-scale projects for our customers, including: • Moving 80,000 users over to Office 365 • Building a Supply Chain Asset Management system that manages over 21,700 tons of commodities every quarter • Rationalizing, migrating, and modernizing or retiring over 14,000 applications and databases • Supporting and maintaining over $62 million of federal IT budget Our customers trust us with complex projects thanks to our commitment to four key values. Because we’re innovative and versatile, we find new ways to solve problems using the latest technologies, methodologies and business practices. And because we’re people-first and customer-centric, our skilled and enthusiastic team goes above and beyond to get results for the organizations we partner with.

Company details

Company typeSME

Company size51 - 200

Links

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Job description

Description

OVERVIEW

iTech AG is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies.

This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences.

ROLES AND RESPONSIBILITIES

Design, configure, develop, and support ServiceNow CSM applications and workflows
Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences
Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal
Configure and support customer self-service and AI-assisted support experiences
Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow
Support implementation and configuration of Now Assist for CSM capabilities
Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms
Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions
Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives
Support testing, deployments, upgrades, and production releases
Troubleshoot platform defects, workflow issues, and performance bottlenecks
Develop technical documentation, implementation guides, and knowledge transfer materials
Follow ServiceNow development standards, governance processes, and security best practices
Other duties as assigned

MINIMUM QUALIFICATIONS

3+ years of ServiceNow development experience
Experience implementing or supporting ServiceNow Customer Service Management (CSM)
Strong understanding of ServiceNow platform architecture and development
Experience with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent Workspace
Experience developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLs
Experience working in Agile/SAFe delivery environments
Strong analytical, troubleshooting, and communication skills
Ability to work collaboratively with technical and non-technical stakeholders

EDUCATION AND CERTIFICATIONS

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)

PREFERRED QUALIFICATIONS

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field
Experience with ServiceNow Now Assist for CSM and generative AI capabilities
Experience building AI Agents, Virtual Agents, or conversational AI workflows within ServiceNow
Familiarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilities
Experience integrating ServiceNow with Contact Center as a Service (CCaaS) or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact Center
Experience supporting omnichannel customer engagement and customer experience (CX) modernization initiatives
Experience designing customer self-service and AI-assisted support experiences
Familiarity with knowledge management and AI grounding best practices
Experience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modules
Experience supporting enterprise-scale ServiceNow implementations in federal or highly regulated environments
Exposure to Agile, DevSecOps, and human-centered design practices

SECURITY CLEARANCE

Ability to obtain and maintain a Public Trust
Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.