<div><div><div><div><div><div><div><div><div><div><div><div><div><p><b>What you can expect​</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>Zoom’s Customer<span> </span>eXperience<span> </span>(CX) Systems Engineering team is looking for an experienced and highly technical ServiceNow Developer. Youll bring deep expertise in the Customer Service Management (CSM) module to design, develop, and maintain advanced workflows, integrations, and solutions. The ideal candidate will possess a solid understanding of the ServiceNow platform architecture. Also you need to be well-versed in customizing and extending CSM capabilities to meet complex enterprise requirements. This position requires a highly driven self-starter with a can-do attitude who will take ownership of projects to deliver measurable value to key business stakeholders.</span></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>About the Team</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>Zoom’s Customer<span> </span>eXperience<span> </span>(CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms that enable efficient customer support through both virtual and live agent channels.<span> </span>This includes ownership of<span> </span>omni-channel<span> </span>contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.</span></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>Responsibilities</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p><p></p></div><div><div><div><div><div><div><div><p></p></div><div><div><ul><li><p><span>Designing and maintaining solutions in CSM and Knowledge Management modules, including case lifecycle customizations, SLAs, playbooks, Widgets, and<span> </span>ServicePortals</span></p></li></ul><div><ul><li><p><span>Implementing and manage Business Rules, ACLs, UI Policies, and other platform<span> </span>logic.</span></p></li></ul></div></div></div></div></div></div></div></div></div></div></div><div><div><div><div><div><div><div><div><div><div><div><ul><li><p><span>Configuring Now Assist for CSM, implementing AI Skills (classification, prediction, similarity, summarization) into service workflows.</span></p></li></ul></div></div></div></div></div></div></div></div></div></div></div><div><div><div><div><div><div><div><div><div><div><div><ul><li><p><span>Developing REST/SOAP integrations with external platforms (e.g., Zoom Contact Center, Salesforce) using<span> </span>IntegrationHub,<span> </span>MID Servers, and Scoped Apps.</span></p></li></ul></div></div></div></div></div></div></div></div></div></div></div><div><div><div><div><div><div><div><div><div><div><div><ul><li><p><span>Following ServiceNow development best practices, using Update Sets, Scoped Applications, Git, and ATF.</span></p></li></ul></div></div></div></div></div></div></div></div></div></div></div><div><div><div><div><div><div><div><div><div><div><div><ul><li><p><span>Monitoring and optimizing platform performance using script includes, asynchronous processing, and Performance Analytics.</span></p></li></ul></div></div></div></div></div></div></div></div></div></div></div><div><div><div><div><div><div><div><div><div><div><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>What we’re looking for</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><p></p><p></p><p></p></div><div><div><p></p></div><div><div><ul><li><p><span>Hold a Bachelor in Computer Science, Information Technology, or related field.</span></p></li></ul><div><ul><li><p><span>7+ years of hands-on ServiceNow development, including 2+ years in CSM.</span></p></li></ul></div></div></div></div></div><div><div><div><ul><li><p><span>Bring expertise in JavaScript, Glide API, Flow Designer, Business Rules, and CSM-specific scripting.</span></p></li></ul></div></div></div><div><div><div><ul><li><p><span>Demonstrate experience with<span> </span>IntegrationHub,<span> </span>MID Server, AI/ML capabilities, and external API integrations.</span></p></li></ul></div></div></div><div><div><div><ul><li><p><span>Have familiarity with Configurable Workspace, UI Builder, Playbooks, DevOps practices, and ATF.</span></p></li></ul></div></div></div><div><div><div><ul><li><p><span>Show expertise with programming languages: NodeJS, Java, SQL</span></p></li></ul></div></div></div><div><div><div><p></p></div><div><div><div><div><div><p></p></div></div></div></div></div></div><div><p></p></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>Ways of Working</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.</span></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>Benefits</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click<span> </span><a href="https://careers.zoom.us/benefits" target="_blank">Learn</a><span> </span>for more information</span></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>About Us</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.<br />We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.</span></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><b>Our Commitment​</b></p><div><p></p></div></div></div></div></div></div></div></div></div><div><p></p></div></div></div></div></div></div><div><div><div><div><div><div><p></p><p></p></div><div><div><div><div><div><div><div><div><p><span>We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyones perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.<br /><br />We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.</span></p></div></div></div></div></div></div></div></div></div></div></div></div></div><p></p><p><b>Salary Range or On Target Earnings:</b></p><p></p><p>Minimum:</p>$87,600.00<p></p><p>Maximum:</p>$186,000.00<p></p><p><span>In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.</span></p><p></p><p><span>Note: Starting pay will be based on a number of factors and commensurate with qualifications &amp; experience.</span></p><p></p><p><span>We also have a location based compensation structure;  there may be a different range for candidates in this and other locations</span></p><p><span>At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!</span></p><p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p><span>Anticipated Position Close Date:</span></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>11/03/25<p></p><p><b>Ways of Working</b><br />Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.</p><p></p><p><b>Benefits</b><br />As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click <a href="https://careers.zoom.us/benefits" target="_blank">Learn</a><a href="http://careers.zoom.us/benefits" target="_blank"> </a>for more information.</p><p></p><p><b>About Us</b><br />Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.<br />We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. <span>Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.</span></p><p><br /><b>Our Commitment​</b></p><p><span>At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.</span></p><p><br />If you need assistance navigating the interview process due to a medical disability, please submit an <a href="https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&amp;d=1127274756253361" target="_blank">Accommodations Request Form</a> and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. <span><span><span><span><span><span><span><span>Non-accommodation-related</span></span></span></span></span></span></span></span> requests, such as application follow-ups or technical issues, will not be addressed.</p><p></p><p></p>