ServiceNow CSM Specialist

Stefanini

2 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Senior

Job location

Remote

Tech stack

API

Computing Platforms

Software as a Service

Configuration Management Databases

System Configuration

Continuous Integration

JSON

OAuth

OpenID

Role-Based Access Control

Regression Testing

Security Assertion Markup Language (SAML)

Siebel CRM

Simple Object Access Protocol (SOAP)

Systems Integration

Management of Software Versions

XML

Cloud Platform System

Client Side Scripting

Webhooks

Software Version Control

ServiceNow

Job description

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.

Requirements

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.

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