ServiceNow CSM Developer

Contract Details

Duration: 3 months initial (extension possible)

Location: Hybrid. Expectation of 1 day of travel to London / Birmingham / Esat Anglia 1 day per week

Start: ASAP

Ideally you have ServiceNow CSA and CSM Implementation Specialist certifications

We're open to paying the market rate. The budget notes is based on day rate of circa £550 outside of IR35 and based on a 7 hour day

We're seeking an experienced ServiceNow CSM Developer to support delivery for a Customer Service transformation client. This is a hands-on contract role focused on development, configuration, and integration within the ServiceNow Customer Service Management (CSM) module. The objective is to deliver scalable, supportable improvements that strengthen operational usage of ServiceNow and improve visibility of customer demand and workload.

Current Programme Focus

We are in a foundational correction phase of the ServiceNow CSM project. Discovery has shown that core platform mechanics are not operating consistently. Interactions are not reliably linked to telephony activity, interactions are not converting into cases in a usable way, customer and contact data quality is degrading, and internal task hand-offs are not visible within the platform. The immediate focus is therefore on stabilising interaction capture, simplifying case creation and lifecycle management, correcting customer and contact data structures, and introducing practical task visibility. This work establishes the stable foundation required for wider rollout and future automation.

The developer will work closely with an established Business Analyst in a collaborative delivery model. The expectation is that the contractor can build, apply sound platform judgement, and help shape requirements into clean, maintainable solutions without unnecessary complexity.

Key Responsibilities

• Translate business requirements into technical configuration and development within ServiceNow CSM
• Design and implement CSM workflows, playbooks, entitlements, SLAs, case types, and Agent Workspace enhancements
• Configure and extend ServiceNow using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and IntegrationHub
• Integrate ServiceNow CSM with external systems (e.g., AnywhereNow telephony, ERP) using REST/SOAP and MID Server as required
• Implement click-to-dial and outbound call logging mechanisms within CSM
• Develop portal components, customer service interfaces, or workspace elements where required
• Ensure data quality and integrity across customer records, interaction linkage, and CSM objects
• Conduct unit testing, troubleshooting, and support deployment activities
• Produce technical documentation and support handover into client ownership

Delivery Working Model

You will work closely with an established Business Analyst in a genuinely collaborative delivery relationship. Functional specifications will be produced, but you will be responsible for refining and translating these into practical implementation. You should expect to iterate and rework designs where needed to deliver an excellent experience for Customer Service users.

Required Skills and Experience

• 3+ years hands-on ServiceNow development experience with strong focus on CSM
• Proficiency in JavaScript, Glide APIs, and ServiceNow development tools (Studio, Flow Designer)
• Strong experience configuring CSM case management, interaction management, SLAs, entitlements, and Agent Workspace
• Experience with REST/SOAP integrations and platform security best practices
• Solid understanding of ServiceNow data model and platform architecture
• Familiarity with Service Portal, Virtual Agent, and advanced CSM features beneficial

Preferred Qualifications

ServiceNow CSA and CSM Implementation Specialist certifications