Design, develop, and maintain ServiceNow applications and workflows according to business requirements, including custom applications, integrations, and automated solutions using JavaScript, HTML, CSS, and ServiceNow's proprietary languages.
Specialise in implementing and customising ServiceNow Customer Service Management (CSM) solutions within the Public Sector Digital Services (PSDS) framework, whilst leveraging mostly on out-of-the-box configurations and minimal App Engine capabilities (for necessary customisations).
Design and develop using ServiceNow App Engine, including creating data models, access controls, business logic, and user interfaces.
Configure and customise CSM modules to optimise citizen service delivery and support government analytics capabilities
Lead the technical design and implementation of ServiceNow CSM solutions and Public Sector Digital Services initiatives, ensuring they align with enterprise architecture standards and citizen service best practices.
Develop and maintain custom applications using App Engine that enhance CSM functionality and support digital government service delivery capabilities.
Configure and customise CSM modules including case management workflows, knowledge base integration, citizen portal development, and omnichannel support systems. Implement Public Sector Digital Services features to enable data-driven insights, automated service routing, and proactive citizen engagement across touchpoints.
Design and implement automated controls and monitoring solutions specific to citizen service metrics and digital service performance indicators.
Requirements
Technical Skills Required:
Core ServiceNow Development:
PSDS and CSM Expertise
Integration and Development
Automation and User Experience
Security and Governance
Foundation Knowledge: Familiarity with ITIL framework and IT Service Management principles, with specific focus on customer service delivery best practices
