ROLE SUMMARY:
- Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions.
- Translate business requirements into scalable applications with robust reporting and governance.
RESPONSIBILITIES:
- Lead end to end CSM implementations from discovery through deployment and hyper care.
- Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.
- Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.
- Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
- Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).
- Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.
- Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.
- Optimize performance and reliability; troubleshoot incidents/problems and perform root cause analysis.
- Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.
- Produce documentation (design specs, runbooks) and deliver stakeholder training.
REQUIRED QUALIFICATIONS:
- ServiceNow certification: CIS CSM (Customer Service Management).
- 4 6 years hands on ServiceNow admin/development; 2 full CSM implementations.
- Platform expertise: configuration/customization across CSM/CRM; Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
- Reporting and Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.
- Security and governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.
- Architecture and data: SaaS/multi tenant concepts; data modeling; CMDB relationships; familiarity with CSDM.
- Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.
- Delivery excellence: ATF, versioning, release/change management, documentation.
- Education: Bachelor's in CS/IS/Engineering or equivalent experience.
- Professional skills: analytical problem solving, reliable follow through, deadline ownership, independent work, and cross team collaboration.
PREFERRED / NICE TO HAVE:
- Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.
- Integrations with ITSM, Field Service, CRM, or contact center platforms.
- CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control.
- Security/compliance awareness (e.g., SOC2, ISO 27001).
- Jira/ADO for backlog management; Confluence for documentation.
SUCCESS INDICATORS (6 12 MONTHS):
- Production ready CSM implementation improving case resolution time and CSAT.
- Role based dashboards and PA KPIs live for operations and leadership.
- Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.
Must be ServiceNow Certified Implementation Specialist Customer Service Management (CIS CSM)
Customer Service Management (CSM)