ServiceNow CSM Developer Senior - Remoto en Fixity

Job Description – ServiceNow CSM Developer

Required Technical Skill Set: ServiceNow, CSM Modules, Java/Javascript
Experience Range: 3 – 5 Years
Location: Mexico ( remote )

Must-Have Technical Competencies

• 2+ years’ experience supporting Customer Service organizations.
• Development of UI forms, fields, notifications, and workflows.
• Maintenance of JavaScript server/client code.
• Building reports, gauges, and home pages.
• SLA management: setup, monitoring, and workflow maintenance.
• Creation of new Service Catalog requests/items with variables.
• Workflow design: creation, monitoring, modification, and publishing (with approvals).
• Knowledge base (CSM): search, populate, and customize articles.
• Development of access control rules (ACLs).
• Knowledge of ServiceNow applications and interrelationships.
• Experience implementing ServiceNow processes and functions.
• Familiarity with Service Management tools and web technologies (applications, networks, SMTP, POP3, protocols).
• Integration experience with CRM and ERP systems.
• Experience with Web Services integrations.

Certifications ( mandatory ):

• ServiceNow Certified System Administrator (CSA).
• ServiceNow CSM Fundamentals.

Behavioral Competencies

• Strong communication skills (verbal and written) with technical and non-technical stakeholders.
• Excellent interpersonal skills for effective team collaboration.
• Active participation and contribution in planning meetings (pre-iteration, retrospectives, etc.).

• ITIL V3/V4 Foundation certification.
• ServiceNow Certified Implementation Specialist in CSM.
• ServiceNow Certified Application Developer (CAD).

• Develop, configure, and maintain ServiceNow CSM applications and modules.
• Design and implement customer service workflows aligned with organizational requirements.
• Build and maintain reports, dashboards, and SLAs to support business operations.
• Customize and manage CSM knowledge base for efficient issue resolution.
• Implement integrations with CRM/ERP systems and third-party applications.
• Ensure proper access control, data security, and compliance across the CSM module.
• Perform unit testing, support during UAT, and deliver required documentation.
• Collaborate with stakeholders to translate customer service requirements into technical solutions.