ServiceNow Developer – Customer Service Management (CSM) - (Lead I - IT Asset Management)

Role Description

Role Description
Role: ServiceNow Developer – Customer Service Management (CSM)
Location: Berlin, Germany (remote)
Employment Type: Contract / fixed term contract
About The Role
We are seeking a ServiceNow Developer with strong expertise in the Customer Service Management (CSM) module to support the implementation, enhancement, and day-to-day operations of our client's ServiceNow platform. This role is ideal for a technically hands-on professional who combines ServiceNow configuration skills with a service-oriented mindset and thrives in a global delivery environment.
You will play a key role in ensuring the stability, usability, and continuous improvement of CSM solutions, working closely with platform teams, DevOps, and business stakeholders to deliver value-driven customer service capabilities.
Key Responsibilities

• Support the implementation, enhancement, and ongoing operations of the ServiceNow CSM module.
• Configure, maintain, and optimize CSM components, including: Case types and categories; Assignment rules and queues; Knowledge articles; Request forms and workflows.
• Provide day-to-day operational support for CSM-related incidents and service requests, ensuring timely and high-quality resolutions.
• Assist with testing, user acceptance testing (UAT), rollout, go-live, and hypercare activities.
• Create and maintain technical and functional documentation; contribute to enablement and knowledge-sharing initiatives.
• Collaborate closely with global ServiceNow platform teams, DevOps, and service teams to ensure alignment and high-quality delivery.
• Adhere to ServiceNow best practices and actively contribute to continuous improvement initiatives across the platform.
  

Required Skills & Qualifications

• ServiceNow Certified System Administrator (CSA) – mandatory.
• Hands-on experience in a ServiceNow development, configuration, or support role.
• Practical, working experience with the ServiceNow Customer Service Management (CSM) module.
• Solid understanding of customer service and case management processes.
• Strong analytical and problem-solving skills with a structured, detail-oriented approach.
• Proven ability to work effectively in a global, matrixed environment with cross-functional teams.
• Professional working proficiency in English (German language skills are a plus).
  

Preferred / Nice-to-Have Skills

• Experience supporting enterprise-scale ServiceNow environments.
• Exposure to ITSM, Knowledge Management, and/or Service Portal within ServiceNow.
• Familiarity with Agile/Scrum delivery methodologies.
• Additional ServiceNow certifications such as CSM, CAD, or CIS are highly advantageous.
  

Hurry & apply for a more detailed conversation with our Team!
#UST
Skills
Servicenow; Servicenow Configuration; Servicenow Customer Service Management; CSA Certification; ITSM; Agile.

#J-18808-Ljbffr