ServiceNow CSM Analyst-Developer
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We're looking for a ServiceNow CSM Analyst-Developer to implement business requirements as reliable Customer Service Management solutions. The work centres on hands-on CSM configuration, REST/SOAP integrations and an out-of-the-box-first approach that keeps customisation low.
What you'll do
- Translate requirements into CSM cases, case types, workflows, catalogue items and record producers.
- Configure CSM rules, scripts, ACLs, notifications, SLAs/OLAs and service portals.
- Extend standard features with focused JavaScript/GlideScript when needed.
- Build REST, SOAP and IntegrationHub integrations; support unit testing and UAT.
- Manage update sets and support releases, go-live, aftercare and production troubleshooting.
- Document solution designs and customisation decisions.
What you bring
- At least seven years' experience implementing and configuring ServiceNow.
- Hands-on CSM experience, including standard functionality and the data model.
- Strong CSM configuration skills and an out-of-the-box-first approach.
- JavaScript/GlideScript, Business Rules, Client Scripts, Script Includes, UI Policies and ACLs.
- Experience with REST/SOAP and IntegrationHub integrations.
- Experience with Flow Designer and/or UI Builder.
- Bachelor's degree in ICT or equivalent experience.
- French (native), Dutch (native) and English (B2).
- Familiarity with Agile/Scrum methods.
- Pragmatic, independent and quality-conscious, with clear communication skills.
- Focus on performance, maintainability and upgradeability.
Nice to have
- ServiceNow Certified System Administrator (CSA) or CIS-CSM certification.
- Experience with ITSM or HRSD modules.
- Experience with Virtual Agent, Employee Center or Service Portal.
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