Location: NYC, NY (Hybrid)
Interview Type: Video/Onsite
Job Summary Must be ServiceNow Certified Implementation Specialist Customer Service Management (CISCSM)
REQUIRED QUALIFICATIONS:
- ServiceNow certification: CISCSM (Customer Service Management).
- 4 6 years handson 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/multitenant 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 problemsolving, reliable followthrough, deadline ownership, independent work, and crossteam collaboration.
- 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):
- Productionready CSM implementation improving case resolution time and CSAT.
- Rolebased dashboards and PA KPIs live for operations and leadership.
- Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.
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