ServiceNow Certified Implementation Specialist
Source Code Technologies LLC
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Job Details
Skills
- IT Service Management
- Data Quality
- ServiceNow
- CIS
- CSM
Summary
Looking 15+ Years of experience with active certifications
Job Title: ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM)
Duration: 6 months(37.5 hrs. per week)
Location: NYC, NY (Day 1 onsite)
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 endtoend CSM implementations from discovery through deployment and hypercare.
- 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, Integration Hub, 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 rootcause 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: 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.
PREFERRED / NICETOHAVE:
- 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.
- Dice Id: 91139032
- Position Id: 8947772
- Posted 3 hours ago
Company Info
As your business grows, evolves, and improves every day, an intentional and well-executed IT strategy is an essential component in maintaining a sustained competitive advantage. It’s difficult to keep up with the latest technology trends, but with insightful advice and focused professional guidance from Source Code Technologies LLC, you can seamlessly navigate every stage of growth, from start-up to IPO. Get in touch with us today to learn more about how we can help your organization maximize your IT strategy.
Your success is our top priority, and our team works with honesty, integrity, and sincerity to ensure our solutions are a perfect match for your organizational IT needs. We’ll help you move past legacy technology that may be a barrier to productivity, replacing it with advanced solutions that are tailored to provide exactly what your organization needs to excel.
With innovative strategies that encourage rapid decision-making, teamwork, and proactive problem resolution, Source Code Technologies LLC will help position your organization to achieve greater success than you’ve ever imagined.
As a premier IT services company, we believe in maintaining a positive mindset and creating partnerships with purpose. We strive to deliver significant outcomes with measurable results that consistently drive the success and growth of our clients.
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