Role: ServiceNow CSM Developer
Location: Brussels, Belgium
Start: ASAP
Initial contract: 9 Months contract with potential extension
Working arrangement: Hybrid – 3 days remote
Language: Dutch and/or French + English
Technology & Risk Recruitment is currently recruiting on behalf of our client for an experienced ServiceNow CSM Developer to join an established ServiceNow team in Brussels. The organisation uses ServiceNow as an Enterprise Service Management platform, with ITSM, HRSD and CSM already operational across the business.
As part of the continued development of the Customer Service Management (CSM) platform, they are looking for a hands-on CSM Developer to join a small delivery team responsible for the development of CSM 2.0.
The successful candidate will work closely with the CSM Architect and Business Analyst, translating defined business requirements into robust ServiceNow solutions. A key focus of the role is an OOTB-first approach – making maximum use of standard ServiceNow CSM functionality and best practices while keeping customisation to a minimum.
The Role:
You will be responsible for the configuration and development of solutions within ServiceNow CSM, ensuring that delivered solutions are scalable, maintainable, upgradeable and aligned with ServiceNow best practices.
Key Responsibilities:
- Develop and implement ServiceNow CSM solutions based on defined business requirements.
- Translate requirements into configuration and development within the CSM module.
- Configure cases, case types, workflows, catalogue items and record producers.
- Work closely with technical and business teams to deliver requirements effectively.
- Apply an OOTB-first approach and maximise the use of standard CSM functionality.
- Assess customisation requirements and minimise unnecessary development.
- Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications and SLAs/OLAs.
- Use JavaScript/GlideScript where targeted development is required.
- Work with Flow Designer and UI Builder.
- Configure and maintain CSM portals, including Customer/Consumer Service Portal.
- Develop and support integrations using REST, SOAP and IntegrationHub.
- Perform unit testing and support UAT.
- Support update sets and controlled release processes.
- Provide production support, troubleshooting and platform stability.
- Produce technical documentation and solution designs.
- Document decisions around OOTB functionality versus customisation.
- Contribute to knowledge sharing within the internal ServiceNow team.
Required Experience:
- Minimum 5 years’ experience working with ServiceNow deployment and configuration.
- Strong, hands-on experience with the ServiceNow CSM module.
- Strong understanding of CSM standard functionality and its underlying data model.
- Experience configuring ServiceNow using an OOTB-first approach.
- Strong ServiceNow scripting experience, including:
- JavaScript / GlideScript
- Business Rules
- Client Scripts
- Script Includes
- ACLs
- Experience with Flow Designer and/or UI Builder.
- Experience with integrations such as REST, SOAP and/or IntegrationHub.
- Experience working within Agile/Scrum environments.
- Ability to translate business requirements into technically sound ServiceNow solutions.
- Strong communication skills with both technical and business stakeholders.
- Pragmatic approach to development, with a focus on maintainability and upgradeability.
Languages:
You will need:
- Good command of Dutch or French, with the ability to communicate effectively in the other national language.
- Good knowledge of English.
Desirable
The following would be advantageous:
- ServiceNow CSA certification.
- ServiceNow CIS-CSM certification.
- Experience working within the Belgian or federal government sector.
- Experience with other ServiceNow modules, particularly ITSM or HRSD.
- Experience with Virtual Agent, Employee Center or Service Portal.
If you’re an experienced ServiceNow Developer with strong CSM experience and you’re comfortable working across configuration, scripting, integrations and OOTB CSM functionality, we’d be interested in speaking with you.
