ServiceNow

Role: ServiceNow Software Engineer

Location: Cincinnati, OH (Onsite)

Duration: 12 Months

Mandatory Certification Requirement

The ServiceNow certification must be attached separately with the resume. Candidates whose certification is not provided will not be considered.

Key Responsibilities

Position Overview

We are seeking a Senior ServiceNow Customer Service Management (CSM) Engineer with strong hands-on experience designing, developing, integrating, and supporting ServiceNow CSM solutions.

The ideal candidate will have experience with CSM, customer portals, email-to-case, CRM integrations, case management, workflow automation, and ServiceNow development. This person will work closely with business and product teams to improve customer servicing operations and automate manual processes.

Required Certifications:

• ServiceNow CIS – ITSM
• ServiceNow CAD
• ServiceNow CIS – CSM

Key Responsibilities

ServiceNow CSM Development

• Design, configure, develop, and support ServiceNow CSM solutions.
• Build and maintain Customer Service Portal and CSM Workspace.
• Configure Cases, Accounts, Contacts, Consumers, SLAs, escalations, and Knowledge Management.
• Configure and support Agent Workspace and Customer Service Workspace.

Email-to-Case

• Design and maintain inbound email processing and automated case creation.
• Configure email parsing, routing, categorization, and assignment.
• Develop Business Rules and Flows for shared mailbox processing, notifications, and escalations.
• Troubleshoot inbound and outbound email issues.
• Improve automation and reduce manual case triage.

CRM & ServiceNow Integrations

• Develop and support integrations between ServiceNow and CRM platforms.
• Integrate customer, account, contact, relationship, and case information.
• Develop integrations using REST, SOAP, Integration Hub, and MID Server.
• Support near real-time synchronization of customer and case data.
• Troubleshoot integration failures and data quality issues.

Portal & User Experience

• Develop and enhance Customer Portals, Service Portal, Employee Center, and Agent Workspace.
• Improve self-service capabilities and overall user experience.
• Configure catalog items, widgets, forms, and workflows.
• Work with business stakeholders to simplify customer interactions.

Workflow Automation

• Develop solutions using:
• Flow Designer
• IntegrationHub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• UI Policies
• Automate case intake, assignment, escalation, notifications, and approval processes.

Reporting & Analytics

• Create dashboards and KPIs covering:
• 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 and technical discussions.
• Mentor junior developers and administrators.
• Participate in Agile planning, testing, deployment, and release activities.

Required Qualifications

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

Mandatory Certifications

• Candidates must have all three certifications:
• ServiceNow CIS – ITSM
• ServiceNow CAD
• ServiceNow CIS – CSM
• Certification documents must be submitted separately along with the resume.

Technical Skills

• Strong experience with:
• ServiceNow CSM
• Service Portal
• Customer Service Workspace
• Flow Designer
• IntegrationHub
• REST APIs
• SOAP APIs
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• SLA Management
• Knowledge Management
• Case Management
• Email Inbound Actions
• Notification Framework

Integration Experience

• Experience integrating ServiceNow with:
• Fiserv
• SAP
• Custom CRM platforms
• Data warehouses, preferably Snowflake

Nice to Have

• ITIL v4 Foundation or higher
• Experience working in Agile environments.
• Experience with enterprise-scale ServiceNow implementations.
• Strong communication and stakeholder management skills.