Senior ServiceNow CSM Engineer

Location: Cincinnati, Ohio
Work Arrangement: Day 1 Onsite

Job Summary

We are seeking a highly skilled Senior ServiceNow CSM Engineer to design, develop, enhance, and support enterprise Customer Service Management (CSM) solutions on the ServiceNow platform.

The ideal candidate will have strong hands-on experience with ServiceNow CSM, customer portals, email-to-case, case management, workflow automation, CRM integrations, and customer service operations. This individual will work closely with business and product teams to improve customer experience, automate intake and routing processes, and integrate customer data across multiple systems.

Important Certification Requirement

The manager requires ServiceNow certifications to be attached separately with the resume. Candidates whose resumes do not include the required certifications will not be considered.

Required Certifications

• ServiceNow CIS – ITSM

• ServiceNow CAD – Certified Application Developer

• 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 experiences.

• Configure Cases, Accounts, Contacts, Consumers, assignment/routing, SLAs, escalations, and 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.

• Develop 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 case triage and 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

  • IntegrationHub

  • MID Server

• Support near-real-time synchronization of accounts, contacts, relationships, opportunities, and case updates.

• Troubleshoot integration failures and data quality issues.

Portal & User Experience

• Develop and enhance:

  • Customer Portals

  • Service Portal

  • Employee Center

  • Agent Workspace

• Configure catalog items, widgets, forms, and workflows.

• Improve self-service capabilities and overall user experience.

• Collaborate with business stakeholders to simplify customer interactions.

Workflow Automation

Develop and maintain solutions using:

• Flow Designer

• IntegrationHub

• Business Rules

• Script Includes

• UI Actions

• Client Scripts

• UI Policies

Automate:

• Case intake

• Assignment and routing

• Escalations

• 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 and technical discussions.

• 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.

• Strong experience with email-to-case processes.

• Experience integrating CRM and customer data sources with ServiceNow.

• Experience supporting large customer service or operations teams.

Technical Skills

Strong hands-on experience with:

• ServiceNow CSM

• Service Portal

• Customer Service Workspace

• Agent 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

• Snowflake preferred

Nice to Have

• ITIL v4 Foundation or higher

• Experience with enterprise-scale customer service implementations.

• Strong communication and stakeholder management skills.

Must-Have Checklist

Candidates should have all of the following:

• ServiceNow CSM

• 3+ years CSM implementation

• ServiceNow CIS – CSM

• ServiceNow CIS – ITSM

• ServiceNow CAD

• Service Portal / Customer Portal

• Customer Service Workspace

• Email-to-Case / Inbound Email Actions

• Flow Designer

• IntegrationHub

• REST/SOAP APIs

• CRM integrations

• Day 1 onsite availability in Cincinnati, Ohio

Certification documents must be attached separately with the candidate submission.