{"id":2919454,"url":"https://alion.io/job/itech-ag-servicenow-customer-service-management-csm-developer","title":"ServiceNow Customer Service Management (CSM) Developer","company":{"id":4448676,"name":"iTech AG","domain":"itechag.com","url":"https://alion.io/company/itech-ag","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-20T07:44:22Z","employer_posted_date":null,"last_verified_at":"2026-10-20T07:44:22Z","board_verified":false,"closed_at":null,"days_open":11,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":11},"description":"OVERVIEWiTech 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.\nThis 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.\nROLES AND RESPONSIBILITIES\nDesign, configure, develop, and support ServiceNow CSM applications and workflows\n\nImplement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences\n\nDevelop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal\n\nConfigure and support customer self-service and AI-assisted support experiences\n\nBuild and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow\n\nSupport implementation and configuration of Now Assist for CSM capabilities\n\nIntegrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms\n\nCollaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions\n\nParticipate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives\n\nSupport testing, deployments, upgrades, and production releases\n\nTroubleshoot platform defects, workflow issues, and performance bottlenecks\n\nDevelop technical documentation, implementation guides, and knowledge transfer materials\n\nFollow ServiceNow development standards, governance processes, and security best practices\n\nOther duties as assigned\n\nMINIMUM QUALIFICATIONS\n3+ years of ServiceNow development experience\n\nExperience implementing or supporting ServiceNow Customer Service Management (CSM)\n\nStrong understanding of ServiceNow platform architecture and development\n\nExperience with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent Workspace\n\nExperience developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLs\n\nExperience working in Agile/SAFe delivery environments\n\nStrong analytical, troubleshooting, and communication skills\n\nAbility to work collaboratively with technical and non-technical stakeholders\n\nEDUCATION AND CERTIFICATIONS\nServiceNow Certified System Administrator (CSA)\n\nServiceNow Certified Application Developer (CAD)\n\nServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)\n\nPREFERRED QUALIFICATIONS\nBachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field\n\nExperience with ServiceNow Now Assist for CSM and generative AI capabilities\n\nExperience building AI Agents, Virtual Agents, or conversational AI workflows within ServiceNow\n\nFamiliarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilities\n\nExperience integrating ServiceNow with Contact Center as a Service (CCaaS) or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact Center\n\nExperience supporting omnichannel customer engagement and customer experience (CX) modernization initiatives\n\nExperience designing customer self-service and AI-assisted support experiences\n\nFamiliarity with knowledge management and AI grounding best practices\n\nExperience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modules\n\nExperience supporting enterprise-scale ServiceNow implementations in federal or highly regulated environments\n\nExposure to Agile, DevSecOps, and human-centered design practices\n\nSECURITY CLEARANCE\nAbility to obtain and maintain a Public Trust\n\nPursuant to government contracts, US Citizenship is required\n\niTech 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.\n\niTech 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 . Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":5103,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-20T11:32:00Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.868,"p_room":0.9,"age_days":10,"expected_fill_days":28,"reasons":["seen:10","velocity","win:mid"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/itech-ag-servicenow-customer-service-management-csm-developer","json_url":"https://alion.io/job/itech-ag-servicenow-customer-service-management-csm-developer.json","meta":{"generated_at":"2026-11-01T04:26:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6836,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4448676},"rest":"https://alion.io/mcp/rest/get_company?id=4448676"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fitech-ag-servicenow-customer-service-management-csm-developer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fitech-ag-servicenow-customer-service-management-csm-developer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fitech-ag-servicenow-customer-service-management-csm-developer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/itech-ag-servicenow-customer-service-management-csm-developer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fitech-ag-servicenow-customer-service-management-csm-developer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2919454}},{"tool":"search_jobs","arguments":{"company":"itechag.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2919454},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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