Customer Service Management (CSM) Specialist

Role Summary

Implement and enhance ServiceNow Customer Service Management solutions that improve case management, customer operations, omnichannel engagement, self-service, entitlement management, and service experiences for B2B and/or B2C customers.

Key Responsibilities

• Configure CSM case management, the customer data model (accounts, contacts, consumers, households, partners), install base and sold products, entitlements, contracts, and SLAs.
• Design assignment, routing, and escalation using Advanced Work Assignment (AWA), skills, and queues.
• Configure Customer Service Workspace, playbooks (Process Automation Designer), customer/partner portals, knowledge, and notifications.
• Implement omnichannel capabilities including chat, email, Virtual Agent, and contact-center/CTI integrations (e.g., Amazon Connect, Genesys, Five9).
• Integrate CSM with ITSM, FSM, external CRM (e.g., Salesforce), order/billing, and enterprise applications using IntegrationHub and REST APIs.
• Develop reports, dashboards, and Performance Analytics for customer-service KPIs (CSAT, FCR, AHT, backlog, SLA attainment).
• Translate business requirements into scalable, out-of-box-first ServiceNow configurations.
• Support testing, releases, upgrades, and production issues.

Required Qualifications & Skills

• 4+ years of ServiceNow experience, including 2+ years of hands-on CSM implementation.
• Strong understanding of the CSM data model, case lifecycle, entitlements, SLAs, and B2B vs. B2C service patterns.
• Experience with Flow Designer, AWA, Customer Service Workspace, and integrations.
• Scripting in JavaScript/Glide APIs for business rules, client scripts, and Script Includes.
• Strong stakeholder communication and requirements-analysis skills.

Preferred Qualifications

• CSA and CIS-Customer Service Management (CIS-CSM).
• Experience with Proactive Customer Service Operations, Now Assist for CSM, or Virtual Agent.
• Contact-center or CRM integration experience.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L2 (3-5 yrs): Independently configures case management, entitlements, SLAs, Advanced Work Assignment and Customer Service Workspace.
• L3 (5-8 yrs): Leads CSM workstreams, designs B2B/B2C data models and omnichannel solutions, and owns CRM and contact-center integrations.
• L4 (8+ yrs): Defines the end-to-end customer service architecture and roadmap across CSM, FSM and ITSM, and advises client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.