Senior ServiceNow CSM Engineer

Introduction:

Our company is currently seeking a Senior ServiceNow Customer Service Management (CSM) Engineer to join our team in Cincinnati, OH. The ideal candidate will have 10+ years of experience with ServiceNow and at least 5 years of experience specifically with CSM. The Senior ServiceNow CSM Engineer will be responsible for implementing and maintaining ServiceNow CSM solutions, integrating with various systems such as SAP and Fiserv, and providing excellent customer service to our clients.

Responsibilities:

• Utilize strong hands-on ServiceNow CSM experience to design and implement Customer Service Portals and Workspaces
• Configure Email-to-Case and Inbound Email Actions for efficient case management
• Utilize Flow Designer, Integration Hub, and scripting to automate processes and workflows
• Work with REST/SOAP APIs and MID Server for data integration
• Integrate ServiceNow CSM with CRM systems such as Fiserv and SAP
• Create and maintain Business Rules, Script Includes, and JavaScript functions
• Provide excellent customer service and support to clients
• Document all processes, configurations, and customizations

Requirements:

Required Skills:

• Strong hands-on experience with ServiceNow CSM
• Experience with Web Portals, SAP, SOAP, and scripting
• Knowledge of IT Service Management and ServiceNow platform
• Proficiency in JavaScript for customizations and enhancements
• Experience in customer service and client relationship management
• Ability to create comprehensive documentation
• Experience with CRM integrations, preferably with Fiserv and SAP
• Knowledge of Business Rules and best practices in ServiceNow
• Required Certifications: Certified Application Developer (CAD), Certified System Administrator (CSA), Certified Implementation Specialist in IT Service Management (CIS-ITSM), and Certified Implementation Specialist in Customer Service Management (CIS-CSM)

Preferred Skills:

• Experience with ServiceNow Integration Hub and Flow Designer
• Knowledge of REST/SOAP APIs and MID Server
• Experience in recruiting or talent acquisition