ServiceNow Customer Service Management (CSM) DeveloperJP055187

Position: ServiceNow Customer Service Management (CSM) Developer

Location: Brussels (Hybrid Remote Options Available)

Contract Duration: September 23, 2026 – December 31, 2026 (Initial 4-month assignment with potential extension)

Working Hours: Full-time (40 hours/week)

Position Overview

We are seeking an experienced ServiceNow CSM Developer to lead the technical implementation and enhancement of a Customer Service Management (CSM 2.0) framework within a public sector Enterprise Service Management (ESM) ecosystem.

Collaborating closely with an internal CSM Architect and Business Analyst in a dedicated three-person delivery team, you will translate defined business requirements into scalable, high-performance platform configurations. This role requires a strict Out-Of-The-Box (OOTB)-first philosophy, prioritizing standard platform capabilities and best practices to ensure long-term maintainability, platform stability, and seamless upgradeability.

Key Responsibilities

• Core Solution Delivery & Configuration:
  • Translate business requirements into robust configurations across the ServiceNow CSM module.
  • Build and maintain cases, case types, workflows, service catalog items, record producers, and CSM Portals (Customer and Consumer Service Portals).
  • Configure core platform elements including Business Rules, Client Scripts, Script Includes, UI Policies, Access Control Lists (ACLs), Notifications, and SLA/OLA frameworks.
• OOTB Architecture & Technical Governance:
  • Enforce an OOTB-first approach to minimize custom code and preserve seamless upgrade paths.
  • Utilize JavaScript/GlideScript, Flow Designer, and UI Builder selectively when native platform capabilities require specific extension.
  • Document all architecture choices, specifically detailing trade-offs between OOTB configurations and custom code.
• Integrations, Testing & Platform Operations:
  • Develop and support external system integrations via REST, SOAP, and IntegrationHub.
  • Perform unit testing and assist business teams with User Acceptance Testing (UAT).
  • Manage Update Sets, ensure smooth delivery through deployment pipelines, and support post-go-live activities and production issue resolutions.
• Knowledge Transfer & Collaboration:
  • Maintain solution design documentation and technical specifications.
  • Drive knowledge sharing to elevate the autonomy and expertise of the internal technical team.

Core Competencies & Qualifications

Education & Experience

• Bachelor's Degree in ICT (or equivalent practical experience).
• Minimum 5 years of hands-on experience in ServiceNow platform implementation and configuration.
• Proven track record implementing and supporting the ServiceNow CSM module.

Technical & Methodological Skills

• ServiceNow Expertise: Deep understanding of the CSM data model, core features, and architectural standards.
• Development Skills: Strong proficiency in JavaScript/GlideScript, Flow Designer, UI Builder, and CSM Portal configuration.
• Integrations: Practical experience building and maintaining web service integrations (REST/SOAP, IntegrationHub).
• Delivery Frameworks: Solid understanding of Agile/Scrum delivery models.

Behavioral & Soft Skills

• Strong analytical, pragmatic, and quality-focused mindset.
• Ability to work independently while critically evaluating custom code requests.
• Excellent communication skills to interface between technical delivery teams and functional stakeholders.

Language Requirements

• Dutch or French: Native/Full Professional Proficiency in one, with strong working proficiency in the second.
• English: Professional working proficiency for technical documentation and collaboration.

Preferred Qualifications (Desirable Assets)

• Certifications: ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – Customer Service Management (CIS-CSM).
• Domain Experience: Background working within public sector or governmental ICT frameworks.
• Broader ServiceNow Modules: Exposure to ITSM, HRSD, Virtual Agent, Employee Center, or Service Portal architecture.