ServiceNow Software Engineer III

We are seeking a skilled Senior ServiceNow Customer Service Management (CSM) Engineer to design, develop, and enhance enterprise customer servicing solutions on the ServiceNow platform. This role involves leading the implementation and optimization of customer portals, email-to-case capabilities, CRM integrations, and case management workflows. The ideal candidate will combine strong ServiceNow platform expertise with hands-on experience in CSM solutions., * Design, develop, and configure ServiceNow Customer Service Management solutions.

• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Design and maintain inbound email processing solutions, including parsing, routing, and automated case creation.
• Design and support integrations between CRM platforms and ServiceNow using REST APIs, SOAP APIs, and Integration Hub.
• Lead the development and enhancement of customer portals, Service Portal, Employee Center, and Agent Workspace.
• Develop workflow automation solutions using Flow Designer, IntegrationHub, Business Rules, and Script Includes.
• Create and manage dashboards and KPIs for case volumes, SLA compliance, and resolution times.
• Partner with business and product teams to gather requirements and lead solution design sessions.

• 5+ years of ServiceNow platform experience.
• 3+ years of hands-on ServiceNow CSM implementation experience.
• Experience implementing customer service portals and configuring email-to-case processes.
• Experience integrating CRM and customer data sources with ServiceNow.
• Experience supporting large customer service or operations teams.

Certifications:

• ServiceNow CIS - ITSM
• ServiceNow CAD
• ServiceNow CIS - CSM

Technical Skills:

• ServiceNow CSM, Service Portal, and Customer Service Workspace.
• Flow Designer, Integration Hub, and REST APIs.
• Business Rules, Script Includes, and Client Scripts.
• SLA Management, Knowledge Management, and Case Management.

Preferred Qualifications

• ITIL v4 Foundation or higher certification.
• Experience integrating with Fiserv, SAP, custom CRM platforms, and data warehouses such as Snowflake.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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