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About the Role

As EDC modernizes ServiceNow Customer Service Management (CSM), the Digital Platform Delivery & Architecture group is seeking a Senior ServiceNow CSM Developer to help design, build, and support scalable, secure, and reusable CSM solutions. This role will contribute to EDC’s effort to standardize case management, reduce fragmentation, improve workflow visibility, strengthen governance, and enable future capabilities such as playbooks, integrations, reporting, automation, and AI-enabled service support. This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers, improve reusable patterns, and support the evolution of a more integrated and sustainable CSM platform. The role is well suited to someone who enjoys solving complex workflow problems, collaborating across business and technical teams, and raising engineering quality in a regulated enterprise environment.

Responsibilities

Lead the design, development, testing, and implementation of ServiceNow CSM solutions, including case models, case tables, workflows, playbooks, email communications, forms, tasks, integrations, reports, configurations, and platform customizations.
Contribute to the evolution of standardized customer service capabilities that promote consistency, reuse, and scalability across business units.
Translate business and technical requirements into scalable, maintainable ServiceNow CSM solutions in collaboration with Product Owners, Business Analysts, Architects, Technical Leads, and delivery teams.
Lead solution decomposition for complex initiatives, design scalable CSM solutions, establish reusable patterns, and contribute to enterprise case management standards aligned with ServiceNow best practices and platform governance objectives.
Develop workflows and integrations using ServiceNow Flow Designer, Integration Hub, APIs, events, and other approved integration patterns.
Build and support secure integrations between ServiceNow CSM and enterprise platforms such as Salesforce, CIS, edc.ca, myEDC.ca, Azure services, and downstream service tools where required.
Help standardize CSM development patterns, reusable components, technical documentation, and production support artifacts.
Improve CI/CD, release readiness, testing patterns, and quality gates using Azure DevOps and Git-based version control.
Lead complex troubleshooting, root cause analysis, and preventive remediation for ServiceNow CSM incidents, defects, and production issues.
Participate in code reviews, peer reviews, design reviews, and technical governance forums.
Mentor developers and support citizen developers by helping them follow ServiceNow platform standards, development guardrails, and best practices.
Collaborate with internal teams, vendors, the ServiceNow Platform Team, and business stakeholders to deliver enhancements that improve employee experience, case management, and operational visibility.
Contribute to CSM platform modernization by helping reduce technical debt, improve standard data and workflow patterns, and support a more integrated customer journey model.
Contribute to the design and implementation of scalable ServiceNow data models, service relationships, and governance practices aligned with the Common Service Data Model (CSDM) and enterprise architecture standards.
Design and implement ServiceNow Playbooks, task orchestration capabilities, and guided work experiences that improve service delivery consistency, productivity, and operational visibility.
Identify opportunities to leverage ServiceNow AI capabilities, including Now Assist, intelligent workflow automation, knowledge generation, guided resolution, and agentic process orchestration to improve customer and employee experiences.

Requirements

University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related discipline.
Minimum 7 years of experience in software engineering, platform development, or enterprise technology delivery.
Minimum 5 years of hands-on experience configuring, developing, and supporting ServiceNow solutions.
Demonstrated experience implementing ServiceNow Customer Service Management (CSM) solutions in a complex enterprise environment.
Experience designing and delivering enterprise case management capabilities, including workflows, playbooks, customer communications, case models, and integrations.
Experience working with Agile delivery teams and supporting large-scale platform modernization initiatives.
Strong hands-on experience designing, configuring, developing, testing, and supporting ServiceNow CSM solutions.
Experience with ServiceNow workflows, Flow Designer, Integration Hub, APIs, events, forms, reports, case types, tasks, roles, and platform configuration.
Experience designing, configuring, or supporting ServiceNow Playbooks, task orchestration, guided work experiences, or complex case lifecycle management capabilities.
Strong understanding of ServiceNow CSM case management patterns, workflow design, platform governance, security, data management, and scalability.
Experience translating business requirements and user stories into technical specifications and working software.
Experience with JavaScript and ServiceNow scripting/configuration.
Experience with Azure DevOps, CI/CD pipelines, Git-based source control, release practices, and peer review processes.
Strong analytical and problem-solving skills, including the ability to troubleshoot complex production issues and conduct root cause analysis.
Experience working in Agile delivery teams and collaborating with Business Analysts, Product Owners, Architects, Technical Leads, vendors, and business stakeholders.
Proven ability to mentor or guide other developers and contribute to reusable development standards or technical patterns.
Experience working in regulated or large-scale enterprise environments.
ServiceNow certifications such as Certified System Administrator, Certified Application Developer, Certified Implementation Specialist – Customer Service Management, or other relevant ServiceNow credentials.
Experience with ServiceNow App Engine, Workflow Data Fabric, Automation Center, or other ServiceNow business modules.
Experience with enterprise integrations, API-led architecture, event-driven architecture, or Azure-based integration services.
Experience with Salesforce, CIS, CRM, customer portals, or other customer-facing enterprise platforms.
Experience in financial services, banking, insurance, Crown corporations, government, or regulated environments.
Experience with reporting, dashboards, SLA visibility, operational metrics, or performance analytics in ServiceNow.
Experience supporting CSM modernization, technical debt remediation, case model redesign, playbooks, or journey-based workflows.
Experience designing ServiceNow solutions aligned with the Common Service Data Model (CSDM), enterprise architecture standards, and scalable platform governance practices.
Exposure to AI-enabled automation, agentic AI concepts, or intelligent workflow capabilities.
Experience leveraging ServiceNow AI capabilities such as Now Assist, AI Search, Virtual Agent, Generative AI, intelligent workflow automation, or other AI-enabled service management solutions.
Bilingual in both official languages (English and French).
Able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents).
Meet the requisite government security screening requirements.

Skills

ServiceNow CSM
ServiceNow development
ServiceNow Flow Designer
ServiceNow Integration Hub
APIs
Events
Azure DevOps
Git
JavaScript
ServiceNow scripting
ServiceNow configuration
Case management
Workflows
Playbooks
Integrations
Reporting
Platform customization
CI/CD
Troubleshooting
Root cause analysis
Agile methodologies
Collaboration
Mentoring
ServiceNow App Engine
Workflow Data Fabric
Automation Center
API-led architecture
Event-driven architecture
Azure integration services
Salesforce
CIS
CRM
Customer portals
Financial services
Banking
Insurance
Crown corporations
Government
Regulated environments
Dashboards
SLA visibility
Operational metrics
Performance analytics
Technical debt remediation
Common Service Data Model (CSDM)
Enterprise architecture
AI-enabled automation
Agentic AI
Intelligent workflow automation
Now Assist
AI Search
Virtual Agent
Generative AI

Location

Ottawa
Toronto
Calgary
Halifax

Work Type

Hybrid
Permanent

Experience Level

Senior
Minimum 7 years of experience in software engineering, platform development, or enterprise technology delivery
Minimum 5 years of hands-on experience configuring, developing, and supporting ServiceNow solutions

Education Level

University degree in Business, Information Technology, Computer Science, Engineering, Business Technology Management, or related discipline.

Salary/Compensations

Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Benefits

Competitive compensation & benefits package
Work-life balance
Hybrid work options
3 to 4 weeks paid vacation
Corporate closure period
Summer early Friday’s
No meeting Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Diverse and inclusive workplace
Wellness initiatives
Mental health support
Fitness programs
Volunteer opportunities
Relocation assistance is available for candidates who meet the eligibility criteria.

About the Company

At EDC, we support Canadian businesses to succeed globally.
We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally.
As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences.
Digital & Technology Solutions has set out to achieve the following objectives for EDC:
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

Equal Opportunity

EDC is committed to fostering employment equity and building a diverse workforce.
We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities.
At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted.
Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs.
Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca.
By applying for this job you acknowledge that you have read and understood EDC’s Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction.