ServiceNow CSM Developer

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

We are seeking a highly skilled and motivated ServiceNow Developer – Customer Service Management (CSM) to design, develop, and enhance Customer Service Management solutions on the ServiceNow platform. This role requires strong technical expertise in ServiceNow CSM, integrations, workflow automation, and platform customization. The ideal candidate will collaborate closely with business stakeholders, product owners, architects, and cross-functional teams to deliver scalable and innovative customer service solutions that improve customer experience, operational efficiency, and business outcomes. The successful candidate will serve as a technical expert for ServiceNow CSM initiatives, driving development best practices, mentoring junior team members, and ensuring solutions are aligned with Thermo Fisher's enterprise architecture, governance standards, and digital transformation strategy.

Roles & Responsibilities

• Design, develop, configure, and maintain ServiceNow Customer Service Management (CSM) solutions, including Case Management, Customer Service Workspace, Consumer Service Management, Knowledge Management, Service Catalog, and Customer Portals.
• Develop and customize ServiceNow components including Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, Flow Designer workflows, IntegrationHub spokes, ACLs, and custom applications.
• Configure and enhance Customer Service Workspace, Agent Workspace, Service Portal, and Employee Center experiences to improve user productivity and customer satisfaction.
• Collaborate with business stakeholders, product owners, and business analysts to gather requirements, analyze business processes, and translate requirements into scalable technical solutions.
• Build and maintain integrations between ServiceNow and enterprise applications using REST APIs, SOAP Web Services, IntegrationHub, MID Servers, Import Sets, and Transform Maps.
• Develop automation solutions that streamline customer service processes, reduce manual effort, and improve service delivery efficiency.
• Support end-to-end implementation of ServiceNow CSM capabilities including Account and Contact Management, Entitlements, Contracts, Major Issue Management, Case Routing, and Customer Communication workflows.
• Participate in solution design discussions and collaborate with ServiceNow architects to ensure solutions align with platform standards, scalability requirements, and long-term roadmap objectives.
• Perform code reviews, enforce development standards, and mentor junior developers to improve overall team capability and code quality.
• Troubleshoot complex technical issues, perform root cause analysis, and implement sustainable solutions to maintain platform stability and performance.
• Support platform upgrades, patching activities, release management processes, and deployment activities while ensuring minimal business disruption.
• Continuously evaluate new ServiceNow features and platform enhancements, recommending adoption opportunities that improve customer service operations and platform capabilities.
• Create and maintain technical documentation, development standards, configuration guides, and knowledge articles to support ongoing platform maintenance and support.
• Participate in Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 5+ years of overall IT experience with at least 4+ years of hands-on ServiceNow development experience and 3+ years of dedicated experience implementing and supporting ServiceNow CSM solutions.
• Strong expertise in ServiceNow CSM capabilities including Case Management, Customer Service Workspace, Knowledge Management, Service Portal, Account and Contact Management, Entitlements, and Major Issue Management.
• Hands-on experience with ServiceNow platform development including JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, and IntegrationHub.
• Experience developing and supporting integrations using REST APIs, SOAP Web Services, MID Server, Import Sets, and Transform Maps.
• Strong understanding of ServiceNow platform architecture, security model, ACLs, update sets, and application development best practices.
• Experience working with ServiceNow Agent Workspace, Service Portal, UI Builder, and modern ServiceNow user experiences.
• Strong problem-solving, analytical, and troubleshooting skills with the ability to work independently on complex technical challenges.
• Excellent communication and stakeholder management skills with the ability to translate technical concepts into business-friendly language.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) .
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM).
• Experience with additional ServiceNow modules such as ITSM, ITOM, Asset Management, CMDB, IRM, FSM, or SecOps.
• Exposure to ServiceNow AI capabilities including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI features.
• Experience in large-scale enterprise ServiceNow implementations supporting global business operations.
• Knowledge of DevOps practices, CI/CD pipelines, source control tools, and automated deployment methodologies.
• Experience with customer service transformation initiatives, CRM integrations, and digital customer experience programs.