ServiceNow CSM Analyst Developer

Our client utilizes ServiceNow as their Enterprise Service Management (ESM) platform, with the ITSM, HRSD, and CSM modules actively in use across various departments. We are seeking a ServiceNow CSM Analyst-Developer for a consultancy mission at the client site, representing Keystone Solutions. This role focuses on implementing predefined business requirements on the platform while maintaining a strong emphasis on utilizing the standard functionalities of CSM to stay as close to out-of-the-box (OOTB) as possible.

As a ServiceNow CSM Analyst-Developer, you will be responsible for developing and implementing solutions within the Customer Service Management (CSM) module. You will work alongside the CSM Architect and a business analyst as part of a three-person team dedicated to delivering CSM 2.0. Your role will involve translating business requirements into functional configurations and developments on the platform, ensuring high-quality and maintainable deliverables. You will adopt a technical perspective, focusing on standard capabilities and best practices of CSM to contribute to a scalable, performant, and upgradeable platform.

• →Develop and implement CSM solutions based on the requested business requirements.
• →Maximize the use of standard functionalities and best practices of CSM (OOTB-first) while minimizing customization.
• →Ensure the quality, performance, maintainability, and upgradeability of delivered solutions.
• →Contribute to a smooth delivery and release process, including go-live and post-launch support. Share knowledge within the internal ServiceNow team.

• →Implementation of Business Requirements (CSM): Translate provided requirements into concrete configurations within the CSM module. Realize cases, case types, workflows, catalog items, and record producers according to the specified needs. Coordinate with involved teams to accurately and completely fulfill the requirements. Deliver working solutions throughout the delivery cycle, up to go-live and post-launch support.
• →OOTB-first & Use of CSM Standards: Maximize the use of standard functionalities and standard elements of CSM. Design solutions that align with out-of-the-box capabilities and ServiceNow best practices. Critically assess customization and minimize it; monitor the impact on upgradeability. Where possible, fulfill needs with standard configuration instead of custom work.
• →Configuration & Development: Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, and SLAs/OLAs within standard boundaries. Develop specifically with JavaScript/GlideScript and Flow Designer/UI Builder only where standard does not suffice. Configure the CSM portals (Customer/Consumer Service Portal).
• →Integrations, Testing & Release: Build and support integrations with external systems via REST, SOAP, and IntegrationHub. Conduct unit testing and support user acceptance testing (UAT). Monitor update sets and contribute to a smooth and controlled release process. Resolve production issues and maintain platform stability.
• →Documentation & Knowledge Sharing: Prepare and maintain technical documentation and solution designs. Document decisions made regarding OOTB versus customization. Contribute to knowledge building and autonomy within the internal ServiceNow team.

This role is preferably full-time. Extension is possible upon positive evaluation.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.

• Ervaring met integraties REST/SOAP/IntegrationHub - Level: Junior - Most recent: Any time
• Ervaring met ServiceNow CSM implementatie en -configuratie - Level: Confirmed - Most recent: Any time
• Hands-on ervaring met de CSM-module en de standaardfunctionaliteiten ervan - Level: Junior - Most recent: Any time

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