Strong proficiency in ServiceNow development, including experience with ServiceNow scripting using JavaScript, Business Rules, Client Scripts, UI Policies, and UI Actions.
Extensive experience with App Engine Studio and App Engine Templates for rapid application development.
Deep understanding of ServiceNow Customer Service Management (CSM) module configuration and customisation, including case management, knowledge management and service level agreements.
Experience with Public Sector Digital Services (PSDS) implementation, including digital government initiatives, cross-agency service integration, and government data analytics frameworks.
Proficiency in configuring CSM-specific features such as omnichannel routing, and agent workspace customisation for government service delivery.
Demonstrated ability to integrate ServiceNow CSM with broader Public Sector
Digital Services ecosystems, ensuring seamless experience across multiple government touchpoints and compliance with public sector standards.
Experience Level:
Minimum 4 years of ServiceNow development experience with at least 2 years specifically focused on Customer Service Management (CSM) module implementation and customisation.
At least 2 years of hands-on experience with App Engine development and 1 year of experience with Public Sector Digital Services platforms or government digital transformation initiatives.
Bachelor's degree in Computer Science, Information Technology, or related field. Demonstrated experience in implementing and customising ServiceNow CSM modules in enterprise or government service environments, with proven track record of successful Public Sector Digital Services implementations, government portal deployments, or citizen-facing digital service delivery projects.
