We are seeking a Senior ServiceNow Customer Service Management (CSM) Engineer with strong hands-on experience designing, developing, integrating, and supporting ServiceNow CSM solutions.
The ideal candidate will have experience with CSM, customer portals, email-to-case, CRM integrations, case management, workflow automation, and ServiceNow development. This person will work closely with business and product teams to improve customer servicing operations and automate manual processes.
⚠️ Mandatory Certification Requirement
The ServiceNow certification must be attached separately with the resume. Candidates whose certification is not provided will not be considered.
Required Certifications:
- ServiceNow CIS – ITSM
- ServiceNow CAD
- ServiceNow CIS – CSM
Key Responsibilities
ServiceNow CSM Development
- Design, configure, develop, and support ServiceNow CSM solutions.
- Build and maintain Customer Service Portal and CSM Workspace.
- Configure Cases, Accounts, Contacts, Consumers, SLAs, escalations, and Knowledge Management.
- Configure and support Agent Workspace and Customer Service Workspace.
Email-to-Case
- Design and maintain inbound email processing and automated case creation.
- Configure email parsing, routing, categorization, and assignment.
- Develop Business Rules and Flows for shared mailbox processing, notifications, and escalations.
- Troubleshoot inbound and outbound email issues.
- Improve automation and reduce manual case triage.
CRM & ServiceNow Integrations
- Develop and support integrations between ServiceNow and CRM platforms.
- Integrate customer, account, contact, relationship, and case information.
- Develop integrations using REST, SOAP, Integration Hub, and MID Server.
- Support near real-time synchronization of customer and case data.
- Troubleshoot integration failures and data quality issues.
Portal & User Experience
- Develop and enhance Customer Portals, Service Portal, Employee Center, and Agent Workspace.
- Improve self-service capabilities and overall user experience.
- Configure catalog items, widgets, forms, and workflows.
- Work with business stakeholders to simplify customer interactions.
Workflow Automation
Develop solutions using:
- Flow Designer
- IntegrationHub
- Business Rules
- Script Includes
- UI Actions
- Client Scripts
- UI Policies
Automate case intake, assignment, escalation, notifications, and approval processes.
Reporting & Analytics
Create dashboards and KPIs covering:
- Case volumes
- SLA compliance
- Resolution times
- Queue management
- Customer experience metrics
Provide operational insights and performance reporting.
Technical Leadership
- Partner with business and product teams to gather requirements.
- Lead solution design and technical discussions.
- Mentor junior developers and administrators.
- Participate in Agile planning, testing, deployment, and release activities.
Required Qualifications
- 5+ years of ServiceNow platform experience
- 3+ years of hands-on ServiceNow CSM implementation experience
- Experience implementing customer service portals.
- Strong experience with email-to-case implementations.
- Experience integrating CRM and customer data sources with ServiceNow.
- Experience supporting large customer service or operations teams.
- Strong ServiceNow development and configuration experience.
Mandatory Certifications
Candidates must have all three certifications:
- ServiceNow CIS – ITSM
- ServiceNow CAD
- ServiceNow CIS – CSM
Certification documents must be submitted separately along with the resume.
Technical Skills
Strong experience with:
- ServiceNow CSM
- Service Portal
- Customer Service Workspace
- Flow Designer
- IntegrationHub
- REST APIs
- SOAP APIs
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- SLA Management
- Knowledge Management
- Case Management
- Email Inbound Actions
- Notification Framework
Integration Experience
Experience integrating ServiceNow with:
- Fiserv
- SAP
- Custom CRM platforms
- Data warehouses, preferably Snowflake
Nice to Have
- ITIL v4 Foundation or higher
- Experience working in Agile environments.
- Experience with enterprise-scale ServiceNow implementations.
- Strong communication and stakeholder management skills.