Senior ServiceNow CSM Engineer

Job Title: Senior ServiceNow CSM Engineer

Duration: 12+ Months with possible extension

Location: Cincinnati, OH - Hybrid

Core focus: ServiceNow CSM Development & implementation + ServiceNow ITSM + CRM-ServiceNow Integrations + ServiceNow CAD.

Technical Skills

Must Have

• 5+ year s experience on ServiceNow platform
• ServiceNow Certified Application Developer, ServiceNow Certified System Administrator, ServiceNow CSM, ServiceNow ITSM, ***Must Have - Certifications: ServiceNow CIS ITSM, ServiceNow CAD, ServiceNow CIS CSM

JOB SUMMARY

Senior ServiceNow CSM Engineer

JOB DESCRIPTION

The manager requested that the ServiceNow certification be attached separately. CVs without the certification will not be considered.

We are seeking a highly skilled Senior ServiceNow Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions on the ServiceNow platform. This individual will lead the implementation and optimization of customer portals, email-to-case capabilities, CRM integrations, case management workflows, and customer service operations.

The ideal candidate combines strong ServiceNow platform expertise with hands-on experience implementing Customer Service Management solutions that improve customer experience, automate intake and routing processes, and integrate customer data across multiple systems.

Key Responsibilities

ServiceNow CSM Development

• Design and configure ServiceNow Customer Service Management solutions.
• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Configure:
• Cases
• Accounts
• Contacts
• Consumer records
• Case assignment and routing
• SLAs and escalations
• Knowledge Management
• Implement and maintain Agent Workspace and Customer Service Workspace.

Email-to-Case Management

• Design and maintain inbound email processing solutions.
• Configure email parsing, routing, and automated case creation.
• Build business rules and flows for:
• Shared mailbox processing
• Case categorization
• Auto-assignment
• Notifications
• Escalations
• Troubleshoot inbound and outbound email issues.
• Improve automation to reduce manual triage and case handling.

CRM-ServiceNow Integrations

• Design and support integrations between CRM platforms and ServiceNow.
• Integrate customer, company, relationship, account, and contact information.
• Develop integrations using:
• REST APIs
• SOAP APIs
• Integration Hub
• MID Server
• Support near real-time synchronization of:
• Accounts
• Contacts
• Relationships
• Opportunities
• Case updates
• Troubleshoot integration failures and data quality issues.

Portal and User Experience

• Development and enhancement:
• Customer portals
• Service Portal
• Employee Center
• Agent Workspace
• Improve user experience and self-service capabilities.
• Configure catalog items, widgets, forms, and workflows.
• Collaborate with business stakeholders to simplify customer interactions.

Workflow Automation

• Develop solutions using:
• Flow Designer
• IntegrationHub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• Automate:
• Case intake
• Assignment
• Escalation
• Notifications
• Approval processes

Reporting & Analytics

• Create dashboards and KPIs for:
• Case volumes
• SLA compliance
• Resolution times
• Queue management
• Customer experience metrics
• Provide operational insights and performance reporting.

Technical Leadership

• Partner with business and product teams to gather requirements.
• Lead solution design sessions.
• Mentor junior developers and administrators.
• Participate in Agile planning, testing, deployment, and release activities.

Required Qualifications

Experience

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

***Nice to Have

• ITIL v4 Foundation or higher

Technical Skills

Strong experience with:

• ServiceNow CSM
• Service Portal
• Customer Service Workspace
• Flow Designer
• Integration Hub
• REST APIs
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• SLA Management
• Knowledge Management
• Case Management
• Email Inbound Actions
• Notification Framework

Integration Skills

Experience integrating with:

• Fiserv
• SAP
• Custom CRM platforms
• Data warehouses (Snowflake preferred)