Job Specifications
Position Summary: CoreSphere is seeking a highly skilled and certified (Sr.) ServiceNow Developer with a proven track record and hands-on experience implementing and/or supporting ServiceNow Customer Service Management (CSM) solutions as developer for a US Federal client. The job requires experience and expertise successfully supporting the operations and maintenance (O&M) of a ServiceNow CSM implementation, supporting and developing enhancements, and supporting the functional activities to support the platform. The ideal candidate has strong ServiceNow platform expertise, experience applying ServiceNow’s agile implementation methodology NowCreate, deep understanding of CSM data structures and case workflows, and proven experience building custom applications using App Engine Studio, Flow Designer, and scoped application development. This position is 100% remote.
Essential Duties And Responsibilities
Successfully manage customer expectations and ensure tasks are estimated accurately and performed on-time and on-budget with high-levels of customer satisfaction and quality
Support the delivery Engagement Manager and client Project Manager
Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
Lead development and configuration-process related activities from planning and estimating work to execution of technical tasks. This includes design, configuration, and deployment of CSM enhancements and capabilities, including Case Management, Agent Workspace, Playbooks, Knowledge Management, SLAs, and Omni-Channel workflows.
Customize and enhance UI Policies, Client Scripts, Business Rules, Script Includes, UI Actions, and other platform components.
Update, build and enhance CSM Data Models, including account/consumer records, case types, channels, and related business rules.
Develop automated routing, case lifecycle workflows, and service processes using Flow Designer and Script Includes.
Integrate CSM with external systems via REST/SOAP APIs, IntegrationHub spokes, or custom integrations.
Follow ServiceNow platform best practices, including security, ACLs, performance, and maintainability.
Apply best practices and ensure work is performed compliant with client and contractual policies and processes
Communicate status and updates clearly and effectively on-time to the right audience
Understand the Statement of Work (SOW) and identify and manage to a change request process
Estimate the level of effort of development and work with others to proactively clarify and refine stories
Support testing cycles, including writing test scripts, supporting UAT, and troubleshooting issues.
Perform upgrades, resolve defects, and participate in backlog grooming and sprint planning.
Ensure solutions meet accessibility, security, scalability, and compliance standards (FedRAMP, FISMA, etc., if applicable).
Support adhoc oral and written data calls
Attend various program meetings and Agile ceremonies with the project team members as needed
Participate and contribute to continuous improvement of processes and practices.
Required Skills and Experience:
Bachelor’s degree in computer science or related field
Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
3–5+ years of hands-on development experience with the ServiceNow platform
2+ years of experience specifically with ServiceNow CSM implementation and configuration
Must be experienced applying ServiceNow’s agile implementation methodology NowCreate.
ServiceNow Certified System Administrator (CSA)
Certified Application Developer (CAD)
Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications
Working knowledge and experience with CSM processes
Strong JavaScript, Glide APIs, Flow Designer, and integration experience.
Experience with Service Portal, UI Builder, or Workspace configuration.
Ability to work in an Agile/Scrum environment and understanding of waterfall SDLC project management methodologies, techniques, and tools
Excellent communication and documentation skills.
Comfortable working in a fast-paced technology environment working for clients
Desired Skills and Experience:
ServiceNow Certifications:
CSM Micro-Certification – preferred
CAD / App Engine Developer Cert – strongly preferred
ITSM, IntegrationHub, or Flow Designer certs
Master’s degree in computer science, information technology, business management, or related field
Experience working with government agencies or regulated environments.
Experience with data migration, ETL, and legacy system modernization.
Knowledge of