Job Description

Mission Overview:

Our client utilizes ServiceNow as their Enterprise Service Management (ESM) platform, with ITSM, HRSD, and CSM modules actively in use across various departments. Keystone Solutions is seeking a ServiceNow CSM Developer for a consultancy mission at the client site to further develop the Customer Service Management (CSM) module. The focus will be on implementing predefined business requirements while maximizing the use of standard CSM functionalities to remain as close to out-of-the-box (OOTB) as possible.

As a ServiceNow CSM Developer, you will be responsible for developing and implementing solutions within the CSM module. You will work alongside the CSM Architect and a business analyst as part of a three-person team dedicated to delivering CSM 2.0. Your role will involve translating business requirements into functional configurations and developments on the platform, ensuring high-quality and maintainable deliverables. You will adopt a strong technical perspective, focusing on standard capabilities and best practices of CSM to contribute to a scalable, performant, and upgradeable platform.

General Responsibilities:

• Develop and implement CSM solutions based on the requested business requirements.
• Maximize the use of standard capabilities and best practices of CSM (OOTB-first) while limiting customization.
• Ensure the quality, performance, maintainability, and upgradeability of delivered solutions.
• Contribute to a smooth delivery and release process, including go-live and post-launch support.
• Facilitate knowledge sharing within the internal ServiceNow team.

Specific Responsibilities:

• Implementation of Business Requirements (CSM)
  Translate provided requirements into concrete configurations within the CSM module. Realize cases, case types, workflows, catalog items, and record producers according to the specified needs. Coordinate with involved teams to ensure requirements are accurately and completely realized. Deliver working solutions throughout the delivery cycle, up to go-live and post-launch support.
• OOTB-first & Use of CSM Standards
  Maximize the use of standard functionalities and standard elements of CSM. Design solutions that align with out-of-the-box capabilities and ServiceNow best practices. Critically assess customization and minimize it; monitor the impact on upgradeability. Fulfill needs with standard configuration wherever possible instead of custom solutions.
• Configuration & Development
  Configure Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, notifications, and SLAs/OLAs within standard boundaries. Develop specifically with JavaScript/GlideScript and Flow Designer/UI Builder only where standard does not suffice. Configure the CSM portals (Customer/Consumer Service Portal).
• Integrations, Testing & Release
  Build and support integrations with external systems via REST, SOAP, and IntegrationHub. Conduct unit testing and support user acceptance testing (UAT). Monitor update sets and contribute to a smooth and controlled release process. Resolve production issues and maintain platform stability.
• Documentation & Knowledge Sharing
  Prepare and maintain technical documentation and solution designs. Document decisions made regarding OOTB versus customization. Contribute to knowledge building and autonomy within the internal ServiceNow team.

Required Knowledge and Experience:

• Education & Experience
  Bachelor's degree in ICT or equivalent experience. At least 5+ years of experience with ServiceNow implementation and configuration. Proven hands-on experience with the CSM module.
• Functional & Technical Competencies
  In-depth knowledge of standard functionalities and data model of the CSM module. Strong configuration skills with an OOTB-first, best-practice-driven approach. Scripting skills (JavaScript/GlideScript, Business Rules, Client Scripts, Script Includes, ACLs) for targeted extensions. Experience with Flow Designer and/or UI Builder. Experience with integrations (REST/SOAP, IntegrationHub) is a strong asset. Familiarity with Agile/Scrum methodologies.
• Soft Skills
  Pragmatic, solution-oriented, and quality-conscious. Good communication skills towards business and IT. Ability to work independently and critically assess customization.
• Languages
  Good command of Dutch or French (one as a primary language, the other at least very good). Good knowledge of English.
• Assets
  Certification as ServiceNow Certified System Administrator (CSA) and CIS-CSM. Experience within the federal government is a strong plus. Experience with other ServiceNow modules (ITSM, HRSD). Experience with Virtual Agent, Employee Center, or Service Portal.

Work Arrangement:

This role is preferably full-time. Extension is possible upon positive evaluation.

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal

Duration: As soon as possible - 31/12/2026 5 months • (full time)

Skills required:

• Ervaring met integraties REST/SOAP/IntegrationHub - Level: Confirmed - Most recent: Any time
• Ervaring met ServiceNow CSM implementatie en -configuratie - Level: Confirmed - Most recent: Any time
• Hands-on ervaring met de CSM-module en de standaardfunctionaliteiten ervan - Level: Confirmed - Most recent: Any time

Language requirements:

Dutch
Level Native
English
Level Active knowledge
French
Level Native