What are the responsibilities and job description for the Cloud Computing Specialist position at CyberX Info System?
Must be ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)
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 & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.
· Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.
· Architecture & 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.
Salary : $70