ServiceNow Dev ITSM/CSM

LinkGroup is the hiring company for this role.

• 5+ years of hands-on experience in ServiceNow development and implementation.
• Strong practical experience with both ServiceNow ITSM and Customer Service Management (CSM).
• Strong hands-on experience with ServiceNow development and platform customization.
• Experience designing and developing integrations with external enterprise applications.
• Strong JavaScript scripting skills and good understanding of ServiceNow development frameworks.
• Experience working with REST APIs, SOAP, and IntegrationHub.
• Good understanding of ServiceNow platform architecture, data models, and development best practices.
• Knowledge of CMDB, platform security, and performance optimisation.
• Understanding of ITIL processes and service management principles.
• Ability to work independently while collaborating effectively with stakeholders and global delivery teams.
• Strong communication and stakeholder management skills.
• English proficiency at C1/C2 level.

Certifications:

• ServiceNow Certified System Administrator (CSA) certification.
• At least one additional ServiceNow certification such as Certified Application Developer (CAD), Certified Implementation Specialist – ITSM (CIS-ITSM), or Certified Implementation Specialist – CSM (CIS-CSM).

Nice to have:

• Experience working in Agile delivery environments.
• Experience with Service Portal, Employee Center, or Virtual Agent.
• Experience mentoring other developers or leading technical workstreams.
• Additional European language skills.
• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.

• Design, develop, and customize ServiceNow solutions across CSM and ITSM based on business and functional requirements.
• Translate functional requirements into scalable and technically sound platform solutions.
• Develop and configure workflows, business rules, UI policies, client scripts, and Flow Designer automations.
• Configure and enhance CSM capabilities, including case management, entitlements, SLAs, and customer communication channels.
• Support and enhance ITSM processes, including incident, request, problem, knowledge, and service catalog management.
• Design and develop integrations between ServiceNow and external enterprise applications, including CRM platforms and contact center solutions.
• Build and maintain APIs and integrations using REST, SOAP, IntegrationHub, and other ServiceNow integration technologies.
• Develop and maintain custom applications and platform functionality.
• Support platform upgrades, releases, testing, and deployment activities.
• Troubleshoot complex technical and production issues.
• Participate in technical design discussions and promote ServiceNow development best practices across the team.