Job Summary
We are seeking a Senior ServiceNow CSM Engineer with strong hands-on experience designing, developing, and supporting ServiceNow Customer Service Management (CSM) solutions. The candidate will work on customer portals, case management, email-to-case automation, CRM integrations, workflows, and customer service operations.
Key Responsibilities
- Design, configure, and enhance ServiceNow CSM solutions.
- Develop and maintain Customer Service Portal, Service Portal, CSM Workspace, and Agent Workspace.
- Configure cases, accounts, contacts, consumers, SLAs, escalations, and Knowledge Management.
- Implement email-to-case processing, including parsing, routing, case creation, assignment, notifications, and escalations.
- Develop and support integrations using REST, SOAP, IntegrationHub, and MID Server.
- Integrate ServiceNow with CRM, SAP, and customer data platforms.
- Develop automation using Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Actions.
- Build dashboards and reports for case volume, SLA compliance, resolution time, and customer service performance.
- Troubleshoot application, integration, and email-processing issues.
- Partner with business teams on requirements, solution design, testing, deployment, and Agile delivery.
- Mentor junior ServiceNow developers and administrators.
Required Skills
- 5+ years of ServiceNow platform experience.
- 3+ years of hands-on ServiceNow CSM experience.
- Strong experience with:
- ServiceNow CSM
- Customer Service Workspace
- Service Portal
- Flow Designer
- Integration Hub
- REST/SOAP APIs
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- SLA Management
- Case Management
- Email Inbound Actions
- Notifications
- Experience integrating ServiceNow with CRM and customer data systems.
- Experience supporting enterprise customer service/operations teams.
Mandatory Certifications
Candidates MUST provide the ServiceNow certifications as a separate attachment along with the resume. CVs without the required certifications will not be considered.
Nice to Have
- ITIL v4 Foundation or higher
- Snowflake / data warehouse integration experience
- SAP integration experience
Rate:
Not specified
Location:
Remote
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior