ServiceNow CSM Developer

Location: Remote from Bulgaria

Company

hirify.global is an IT outsourcing and technology services provider operating across Central and Eastern Europe, with dedicated ServiceNow consulting, implementation, automation, integration, CMDB, and customer-service capabilities.

What you will do

• Analyse Customer Service Management requirements and translate them into ServiceNow solutions, functional specifications, user stories, and acceptance criteria.
• Lead requirements-gathering workshops with business stakeholders, customer service teams, and technical teams.
• Design and optimise CSM processes for case management, routing, assignment, customer communication, resolution, SLAs, entitlements, and escalations.
• Define customer portal, self-service, knowledge management, Virtual Agent, and automation requirements.
• Advise on customer accounts, contacts, consumers, products, assets, contracts, and service relationships.
• Coordinate with developers, architects, and integration teams while supporting UAT, defect resolution, documentation, and go-live activities.

Requirements

• 2–3+ years of ServiceNow experience, including significant Customer Service Management experience.
• Strong knowledge of Case Management, case routing, customer and consumer portals, accounts and contacts, products and assets, contracts and entitlements, SLAs, Knowledge Management, and Virtual Agent.
• Experience designing and implementing CSM business processes and integrating CSM with ITSM and ITOM.
• Experience with requirements analysis, stakeholder workshops, ServiceNow data models, configuration principles, and Agile/Scrum delivery.
• Strong analytical, problem-solving, communication, documentation, and independent-working skills.
• Ability to work remotely from Bulgaria and effectively collaborate with international stakeholders.

Nice to have

• ServiceNow certification such as CSA and/or CIS-CSM.

Culture & Benefits

• Remote work model with opportunities for internal mobility, career growth, job rotations, and diverse projects.
• Education support through learning courses, certifications, technical and personal training, language courses, and IT events.
• Referral programme, long-term cooperation recognition, Multisport, and hirify.global CSR events and team buildings.
• Employment-contract benefits include cafeteria access, meal contributions, life insurance, personal-event bonuses, and a volunteering day.