Software Engineer
Role details
Job location
Tech stack
Job description
Support the implementation and ongoing operations of the ServiceNow CSM module.
Configure, maintain, and enhance CSM components, including:
Case types and categories
Assignment rules and queues
Knowledge articles
Request forms and workflows
Assist with testing, rollout, and golive activities, including UAT and hypercare support.
Provide support for CSMrelated incidents and service requests, ensuring timely resolution.
Maintain technical and functional documentation and support enablement activities.
Work closely with global ServiceNow platform teams, DevOps, and service teams to ensure
alignment and smooth delivery.
Adhere to ServiceNow best practices and contribute to continuous improvement initiatives.
Requirements
Customer Service Management (CSM) module to support implementation, enhancement,
and daytoday operations. The ideal candidate will have handson experience in ServiceNow
configuration and support, a serviceoriented mindset, and the ability to collaborate effectively
within a global delivery environment., ServiceNow Certified System Administrator (CSA) - mandatory.
Handson experience working with ServiceNow in an operational, support, or development
role.
Practical experience with the Customer Service Management (CSM) module.
Basic understanding of customer service and case management processes.
Strong analytical and problemsolving skills with a structured, detailoriented approach.
Ability to work effectively in a global, matrixed environment with crossfunctional teams.
Professional working proficiency in English (German language skills are a plus).
Preferred / NicetoHave Skills
Experience supporting enterprisescale ServiceNow environments.
Exposure to ITSM, Knowledge Management, or Service Portal within ServiceNow.
Familiarity with Agile/Scrum delivery models.
Additional ServiceNow certifications (CSM, CAD, or CIS) are an advantage.
