ServiceNow Low Code Engineer (PSDS/CSM & App Engine)

Primary Responsibilities:

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.

Technical Skills Required:

Core ServiceNow Development: 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.

PSDS and CSM Expertise: Deep understanding of ServiceNow Customer Service Management (CSM) module configuration and customisation. Experience with Public Sector Digital Services (PSDS) implementation, including digital government initiatives, integrations, and data analytics frameworks. Proficiency in configuring CSM-specific features such for government service delivery. Demonstrated ability to integrate ServiceNow CSM with broader Public Sector Digital Services ecosystems, ensuring seamless citizen experience across touchpoints and compliance with public sector standards.

Integration and Development: Experience with ServiceNow's Service Portal custom development, including strong knowledge of AngularJS, Bootstrap frameworks, CSS and development of custom widgets. Proficient in integration protocols such as REST/SOAP web services, authentication methods such as OAuth/SAML and parsing of payloads in JSON and XML formats. Proficient in implementing integrations (such as API) with external hosting platforms and Microsoft Azure solutions. Proficient with Agile methodologies and phased releases of features.

Automation and User Experience: Proficiency in creating custom workflows using Flow Designer and Integration Hub for process automation, particularly for CSM case routing and escalation processes. Experience in developing and deploying ServiceNow

CSM and App Engine applications and configuring table relationships, especially within CSM data models.

Security and Governance: Understanding of ServiceNow security model, role-based access control and cross-scope access control configurations. Experience with CSM and App Engine governance and deployment processes. Familiarity with CSM security considerations and customer data protection requirements. Familiarity with developing solutions that are compliant with Government regulatory requirements.

Foundation Knowledge: Familiarity with ITIL framework and IT Service Management principles, with specific focus on customer service delivery best practices.

Additional Requirements:

ServiceNow certifications are highly desirable, particularly Customer Service Management Implementation Specialist, ServiceNow Administrator, and Application Developer certifications. PSDS-related certifications or training would be advantages.

Experience with Agile development methodologies and version control systems. Strong analytical and problem-solving abilities with attention to detail, particularly in citizen service scenarios and government analytics interpretation.

Excellent communication skills for collaborating with stakeholders and documenting solutions, including the ability to translate business requirements into technical CSM configurations.

Key Responsibilities:

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. Provide technical guidance and mentoring to junior developers and administrators on CSM and government digital service best practices.

Participate in code reviews and ensure quality standards are maintained throughout development, with particular attention to citizen-facing functionality, accessibility

compliance, and data security in accordance with government standards. Troubleshoot complex technical issues related to CSM implementations and public sector digital service integrations, providing timely resolution.

Create and maintain technical documentation for all developed solutions, including CSM configuration guides and Public Sector Digital Services implementation procedures that comply with government documentation standards and facilitate knowledge transfer across agencies.

Experience Level:

Prefer 4-6 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.

For senior roles, at least 7 years of relevant experience is required. Senior Low Code engineers are expected to lead technical implementation and mentor junior Low-code engineers.

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.