ServiceNow Customer Service Management (CSM) Developer (373)

• 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

• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)

• 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

• 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.