Service Now (CSM)

TITLE: Cloud Computing Specialist (ServiceNow – CSM)

Tier 3: 7-9 Yrs

Requires CMP10

6 Months Work hours: 37.50 hrs

Type: 1099, C2C, W2 without benefits

Location: 333 W. 34th Street, NY, NY 10001 (Local NY, NJ) Hybrid

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.

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.