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
• 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.

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.