ServiceNow Implementation - CSM

ROLE SUMMARY:
- Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions.
- Translate business requirements into scalable applications with robust reporting and governance.

RESPONSIBILITIES:
- 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.

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.

PREFERRED / NICE‑TO‑HAVE:
- 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):
- Production‑ready CSM implementation improving case resolution time and CSAT.
- Role‑based dashboards and PA KPIs live for operations and leadership.
- Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.

 Must be ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)