ServiceNow Customer Service Management (CSM) Developer (373)

OVERVIEW iTech AG is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies. This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences. ROLES AND RESPONSIBILITIES Design, configure, develop, and support ServiceNow CSM applications and workflows Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal Configure and support customer self-service and AI-assisted support experiences Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow Support implementation and configuration of Now Assist for CSM capabilities Integrate ServiceNow with external enterprise systems, APIs, CRM pla