ServiceNow CSM

The opportunity As a Senior ServiceNow Developer , you will be responsible for designing, developing, and implementing Customer Service Management (CSM) and IT Service Management (ITSM) solutions within the ServiceNow platform. You will collaborate closely with business stakeholders, functional consultants, and technical teams to deliver scalable solutions that improve service delivery, customer experience, and operational efficiency.

Offer : Loca tion : Poland / Remote + equipment pick up in Warsaw/ Wrocław Start: ASAP Employment : B2B contract with apreel Salary: up to 150 PLN/h +VAT

Daily tasks

• Develop, configure, and customize ServiceNow CSM and ITSM applications based on business requirements.
• Design and implement workflows, business rules, UI policies, client scripts, Flow Designer automations, and integrations.
• Configure and enhance CSM capabilities including case management, entitlements, service level agreements (SLAs), and customer communication channels.
• Collaborate with business analysts and stakeholders to translate functional requirements into technical solutions.
• Integrate ServiceNow with external systems such as CRM platforms, contact center solutions, and third-party applications.
• Develop and maintain custom applications, APIs, and integrations using REST, SOAP, IntegrationHub , and other ServiceNow technologies.
• Support platform upgrades, release management, testing, and deployment activities.
• Troubleshoot complex technical issues and provide production support when required .
• Contribute to technical design discussions and promote ServiceNow development best practices.

Requirements

Skills and attributes for success

To excel in this role, you should have strong ServiceNow development expertise and hands-on experience delivering enterprise-scale implementations.   This may be demonstrated through:   Strong hands-on experience with ServiceNow development and platform customization.   Practical knowledge of ServiceNow CSM and ITSM modules.   Experience configuring case management, incident, request, problem, knowledge, and service catalog processes.   Experience developing integrations using REST APIs, SOAP, IntegrationHub , and other integration technologies.   Strong scripting skills in JavaScript and understanding of ServiceNow development frameworks.   Good understanding of ServiceNow data model , CMDB, platform security, and performance optimization.   Excellent communication and stakeholder management skills.   Ability to work independently while collaborating effectively within global delivery teams.  

To qualify for the role, you must have 5+ years of hands-on ServiceNow development and implementation experience.   Strong experience with ServiceNow ITSM and Customer Service Management (CSM).   Experience building integrations with external enterprise applications.   Solid understanding of ServiceNow platform architecture and development best practices.   ServiceNow Certified System Administrator (CSA) certification.   One or more additional certifications such as CAD, CIS-ITSM, or CIS-CSM.   Knowledge of ITIL processes and service management principles.  

Ideally, you’ll also have Experience working in Agile delivery environments.   Exposure to Service Portal, Employee Center, IntegrationHub , or Virtual Agent capabilities.   Experience mentoring developers or leading technical workstreams.   English proficiency (C1/C2); additional European languages are an advantage.   Bachelor's or Master's degree in Computer Science , Information Technology, Engineering, or a related field.

Must have: CSM, UI, Business Analyst, CRM, REST API, SOAP, Testing, Excel, JavaScript, CMDB, Security, Stakeholder management, CAD, ITIL

Nice to have: Degree