ServiceNow Technical Lead - CSM

Job Information

Date Opened

09/19/2025

Industry

IT Services

Job Type

Full time

Remote Job

Job Description

This is a remote position.

Job Summary:

We are seeking an experienced ServiceNow Technical Lead – CSM to lead the design, development, and delivery of complex ServiceNow Customer Service Management (CSM) solutions. This role involves guiding a team of developers, collaborating with business and technical stakeholders, and ensuring that CSM implementations align with business goals and platform best practices. The ideal candidate will possess deep technical expertise in ServiceNow, a strong understanding of customer service processes, and proven leadership experience in enterprise environments.

Key Responsibilities:

• Lead the end-to-end technical implementation of ServiceNow CSM modules including Case Management, SLAs, Entitlements, AWA, Customer/Consumer Portals, and Knowledge Management.
• Translate business requirements into scalable and maintainable technical solutions within the ServiceNow CSM platform.
• Provide technical leadership and mentorship to ServiceNow developers and administrators.
• Oversee solution architecture, platform governance, code quality, and performance optimization.
• Collaborate with business analysts, product owners, and stakeholders to define technical roadmaps and delivery plans.
• Lead system design sessions, code reviews, and technical workshops.
• Ensure adherence to platform security, development standards, and best practices.
• Manage integration efforts between ServiceNow CSM and external systems (e.g., CRM, ERP, messaging platforms) using APIs and IntegrationHub.
• Stay up-to-date on ServiceNow’s latest CSM features, roadmap, and capabilities, and provide guidance on their adoption.
• Support upgrade planning and regression testing to ensure platform stability.
• Troubleshoot and resolve high-impact technical issues in a timely manner.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 6+ years of overall ServiceNow development experience, with at least 3+ years in CSM module implementations.
• Proven experience in leading ServiceNow development teams and managing technical delivery.
• Strong hands-on experience with JavaScript, Glide API, Flow Designer, Scripted REST APIs, and ServiceNow Studio.
• Deep understanding of ServiceNow CSM features including case workflows, entitlements, SLAs, notifications, playbooks, and customer portals.
• Experience integrating ServiceNow with third-party platforms and external systems.
• Proficient in Agile/Scrum methodologies and DevOps processes.
• Excellent communication, leadership, and stakeholder management skills.