Assignment Description

Context

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

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

Role Description

As a ServiceNow CSM 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 form a team of three people 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 distinctly technical approach, with a strong focus on using the standard capabilities and best practices of CSM to stay as close to out-of-the-box (OOTB) as possible. 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 go-live and aftercare.
• Contribute to knowledge sharing within the internal ServiceNow team.

Specific Responsibilities

1. Implementation of Business Requirements (CSM)

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

2. 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 and minimize customization; monitor the impact on upgradeability.
• Where possible, meet needs with standard configuration instead of custom development.

3. Configuration & Development

• Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, and SLAs/OLAs within the boundaries of the standard.
• Targeted development using JavaScript/GlideScript and Flow Designer / UI Builder, only where the standard does not suffice.
• Configure the CSM portals (Customer/Consumer Service Portal).

4. Integrations, Testing & Release

• Build and support integrations with external systems via REST, SOAP, and IntegrationHub.
• Perform unit testing and support user acceptance testing (UAT).
• Monitor update sets and contribute to a smooth and controlled release process.
• Resolve production issues and monitor platform stability.

5. Documentation & Knowledge Sharing

• Prepare and maintain technical documentation and solution designs.
• Document decisions made regarding OOTB versus customization.
• Contribute to the knowledge building and autonomy of the internal ServiceNow team.

Required Knowledge and Experience

Education & Experience

• Bachelor in ICT or equivalent by experience.
• At least 5 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 working language, the other at least very good). Good knowledge of English.

Assets

• Certification ServiceNow Certified System Administrator (CSA) and CIS-CSM.
• 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.