Job ID: JOB_ID_4414
Job Summary:
Diverse Lynx LLC is seeking a Senior ServiceNow Developer with deep Customer Service Management (CSM) expertise to design, build, and optimize solutions on the ServiceNow platform. This role will focus on developing CSM workflows, integrations, and scalable, secure, and performant solutions aligned with business outcomes and platform best practices. The developer will collaborate closely with product owners, architects, administrators, and stakeholders to enhance case management, service operations, knowledge management, omnichannel engagement, and overall customer experiences.
Key Responsibilities:
- CSM Solution Development & Delivery: Lead end-to-end development for ServiceNow CSM, including Case, Contact, Account, Consumer, and Product/Entitlement management. Configure and customize CSM components such as case lifecycle (intake, assignment, resolution, escalation, closure), SLAs/OLAs, assignment rules, routing logic, and workflows. Implement knowledge-centered service enablement and deflection strategies. Enhance customer-facing experiences through Service Portal / Employee Center / Customer portals.
- Platform Engineering & Customization: Develop using Flow Designer, Business Rules, Script Includes, UI Policies, Client Scripts, UI Actions, and Access Control Lists (ACLs). Build/extend data models, tables, and relationships while minimizing technical debt and avoiding unnecessary customization. Create reusable utilities and frameworks (scripted APIs, common libraries) for improved maintainability.
- Integrations & Automation: Design and implement integrations using REST/SOAP APIs, IntegrationHub spokes, MID Server, and event-driven patterns. Build robust error handling, logging, and monitoring for integrations and automation. Support data migration and synchronization using import sets, transform maps, and scheduled jobs.
- Quality, Performance & Governance: Ensure adherence to ServiceNow best practices, secure coding standards, and performance optimization. Conduct code reviews, support CI/CD (Update Sets / DevOps integration), and maintain development standards. Provide technical leadership for troubleshooting complex issues, root cause analysis, and platform optimization. Partner with architects to align implementation with platform strategy and roadmap.
- Collaboration & Leadership: Collaborate effectively with cross-functional teams and stakeholders.
Required Qualifications:
- 10+ years of hands-on ServiceNow development experience (or equivalent), with strong scripting skills.
- 3+ years delivering solutions specifically in ServiceNow CSM (Case Management, customer workflows, portals/engagement).
- Strong experience with server-side and client-side scripting (JavaScript on ServiceNow), Flow Designer (and Workflow where legacy exists), security model (ACLs, roles, data separation, domain separation if applicable), and ServiceNow data model/CMDB awareness.
- Proven ability to deliver in Agile environments (Scrum) and manage multiple priorities.
Preferred Qualifications:
- Experience with CSM adjacent capabilities: Knowledge Management, Virtual Agent, Now Assist/genAI (if in scope), Performance Analytics.
- Experience with Omnichannel (chat, email inbound, CTI), Interaction Management.
- Experience with platform modules that integrate with CSM: ITS, Field Service Management (FS), ITOM, HRSD, SecOps.
- Familiarity with ServiceNow DevOps, automated testing (ATF), source control, CI/CD pipelines.
- Experience with Service Portal development (AngularJS), UI Builder / Next Experience.
- ServiceNow certifications (CSA, CAD) are a strong plus.
Special Requirements
Remote position. C2C or 1099 employment type is implied by the recruiter's email domain and common practices for remote roles from such sources, but not explicitly stated. Diverse Lynx LLC is an Equal Employment Opportunity employer.
Compensation & Location
Salary: $65 – $85 per year (Estimated)
Location: Remote
Recruiter / Company – Contact Information
Email: kumar@diverselynx.com
Recruiter Notice:
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