Assignment Description
Context

FAVV uses ServiceNow as its Enterprise Service Management (ESM) platform. The ITSM, HRSD, and CSM modules are operational and are intensively used by various departments within the organization.

For further development of the Customer Service Management (CSM) module, we are looking for a ServiceNow CSM Analyst-Developer to implement the already defined business requirements on the platform, with a consistent focus on using the standard functionalities of CSM to remain as close as possible to out-of-the-box (OOTB).

Role Description

As a ServiceNow CSM Analyst-Developer, you are responsible for the development and implementation of solutions within the Customer Service Management (CSM) module. Together with the CSM Architect and the business analyst, you will be part of a three-person team responsible for the delivery of CSM 2.0.

You translate the requested business requirements into working configurations and developments on the platform and ensure a high-quality and maintainable delivery. You adopt a pronounced technical approach, with a strong focus on using the standard capabilities and best practices of CSM to stay as close as possible to out-of-the-box (OOTB). In this way, you contribute to a scalable, performant, and upgradeable platform.

General responsibilities

• Develop and implement CSM solutions based on the requested business requirements.
• Maximize the use of standard capabilities and best practices of CSM (OOTB-first) and limit customization.
• Ensure the quality, performance, maintainability, and upgradeability of the delivered solutions.
• Contribute to a smooth delivery and release process, up to and including go-live and aftercare.
• Contribute to knowledge sharing within the internal ServiceNow team.

Specific Responsibilities

1. Implementation of business requirements (CSM)

2. Translate the provided requirements into concrete configuration within the CSM module. Realize cases, case types, workflows, catalog items, and record producers according to the requested needs.

3. Coordinate with the involved teams to realize the requirements correctly and completely. Deliver working solutions throughout the delivery cycle, up to go-live and aftercare.

4. OOTB-first & use of CSM standards

5. Maximize the use of the standard functionalities and standard elements of CSM.

6. Design solutions that align with the out-of-the-box capabilities and ServiceNow best practices.
7. Critically assess and minimize customization; monitor the impact on upgradeability.

8. Where possible, fulfill needs with standard configuration instead of custom development.

9. Configuration & Development

10. Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, and SLAs/OLAs within the limits of the standard.

11. Targeted development using JavaScript/GlideScript and Flow Designer / UI Builder, only where the standard is insufficient.

12. Configure the CSM portals (Customer/Consumer Service Portal).

13. Integrations, Testing & Release

14. Build and support integrations with external systems via REST, SOAP, and IntegrationHub.

15. Perform unit testing and support user acceptance testing (UAT).
16. Track update sets and contribute to a smooth and controlled release process.

17. Resolve production issues and safeguard platform stability.

18. Documentation & Knowledge Sharing

19. Prepare and maintain technical documentation and solution designs.

20. Document the choices made regarding OOTB versus customization.
21. Contribute to the knowledge development and autonomy of the internal ServiceNow team.

Required Knowledge and Experience
Education & Experience

• Bachelor in ICT or equivalent through experience.
• At least 7 years of experience with ServiceNow implementation and configuration.
• Demonstrable hands-on experience with the CSM module.

Functional & Technical Competencies

• Thorough knowledge of the standard functionalities and data model of the CSM module.
• Strong configuration skills and an OOTB-first, best-practice-driven approach.
• Scripting skills (JavaScript/GlideScript, Business Rules, Client Scripts, Script Includes, ACLs) for targeted extensions.
• Experience with Flow Designer and/or UI Builder.
• Experience with integrations (REST/SOAP, IntegrationHub) is a strong asset.
• Familiar with Agile/Scrum methodologies.

Soft Skills

• Pragmatic, solution-oriented, and quality-conscious.
• Good communication skills towards business and IT.
• Able to work independently and critically assess customization.

Languages

Good command of Dutch or French (one as the main language, the other at least very good). Good knowledge of English.

Assets

• ServiceNow Certified System Administrator (CSA) and CIS-CSM certification.
• Experience within the federal government is a strong plus.
• Experience with other ServiceNow modules (ITSM, HRSD).
• Experience with Virtual Agent, Employee Center, or Service Portal.

Regime

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