ServiceNow Developer II - CSM

Position Summary: 

Pax8 uses ServiceNow as a core business tool across many departments both internal and external facing. The ServiceNow Developer II - CSM designs, develops, builds, and customizes applications and integrations with our ServiceNow platform, particularly Customer Service Management (CSM). They have a strong development background, with extensive experience in multiple ServiceNow modules, including CSM. The Developer is the highest level of support for feature releases and bug fixes, as well as participates in story creation and solution design.

Essential Responsibilities (includes, but is not limited to):

• Configures and maintains ServiceNow instances, including deployment pipelines, workflows, catalog items, business rules, notifications, and reports

• Supports team members in aligning ServiceNow best practices to our business requirements

• Works with ServiceNow Architect and Product Owners to gather requirements and design solutions to meet business needs

• Conducts peer reviews, documents, and participates in Agile ceremonies

• Develops expertise to train staff on new technologies

• Drives own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or manager coaching, taking on stretch projects or on the job training

Ideal Skills, Experience, and Competencies:

• At least two (2) to four (4) years of experience in ServiceNow development, configuration, and maintenance, particularly CSM

• Experience with CSM and any other one (1): HRSD, ITBM, ITSM, CMDB or PPM/CPM

• Expertise with ServiceNow integration, automation, and workflows

• Expertise with creation and modification of various Access Controls (ACL's), Business Rules, Client Scripts, UI Actions and UI Policies

• Highly experienced in creating and configuring business rules, UI policies, UI actions, client scripts, ACLs

• Thorough understanding of ITIL and ITSM/CSM Framework

• Expertise in ServiceNow Web technologies - JavaScript, REST, HTML, CSS, Angular JS, JSON, Glide, React

• Expertise in Performance Analytics, Playbook development, Process Automation Designer, Virtual Agent and Portal development

• Preferred experience in Predictive Intelligence

• Essential skills also involve knowledge of Interaction Management and Case Management lifecycles

• Experience using Update Sets for release management

• Ability to build partnerships and work collaboratively with others to meet shared objectives. Empathetic customer service

• Ability to breakdown complex initiatives into manageable user stories

• Ability to be self-motivated and independent

Required Behaviors:

• Compassionate Candor - We aim to assist others with candid, actionable feedback.

• Seek to Understand - Be open, curious and committed to learning

• We before me- Actively collaborate - seek out diverse perspectives to ensure a win for Team Pax8

• Do What you Say - Take ownership and honor your commitments. Prioritize and deliver

• Light up learning - Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes

• Driven by passion - Connects personal passion to Pax8 mission. Resilient in face of adversity and uncertainty in pursuit of mission.

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience

• Certification in ServiceNow, (CSA) AND (CAD) OR (Implementer) and,

• ServiceNow Certified Customer Service Management (CSM) Professional Implementation Specialist

Compensation:

• Qualified candidates can expect a compensation range of $115,000/yr to $140,000/yr or more depending on experience.

Expected Closing Date: 04/21/2025

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