Software Guidance & Assistance, Inc., (SGA), is searching for a Senior ServiceNow Customer Service Management (CSM) Engineer for a contract position with one of our premier banking clients in Cincinnati, OH - hybrid schedule
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.
Responsibilities
- Design, develop, configure, and support enterprise Customer Service Management (CSM) solutions on the ServiceNow platform.
- Build, enhance, and maintain Customer Service Portals, Service Portals, Employee Center, Agent Workspace, and Customer Service Workspace experiences.
- Configure and manage CSM capabilities including:
- Case Management
- Accounts and Contacts
- Consumer Records
- Case Assignment and Routing
- SLA Management and Escalations
- Knowledge Management
- Design and support email-to-case solutions, including inbound email processing, email parsing, automated case creation, routing, notifications, and escalations.
- Develop and maintain workflow automation using Flow Designer, IntegrationHub, Business Rules, Script Includes, UI Actions, and Client Scripts.
- Automate customer service processes including case intake, assignment, escalation, approvals, and communications.
- Design, develop, and support integrations between ServiceNow and external systems using REST APIs, SOAP APIs, IntegrationHub, and MID Servers.
- Integrate and synchronize customer, account, contact, relationship, opportunity, and case data across multiple platforms.
- Troubleshoot and resolve application, integration, email processing, and data quality issues.
- Develop dashboards, reports, and KPIs to measure case volumes, SLA compliance, resolution times, queue performance, and customer experience metrics.
- Collaborate with business stakeholders, product owners, and technical teams to gather requirements and deliver scalable solutions.
- Lead technical design sessions and provide recommendations aligned with ServiceNow best practices.
- Mentor junior developers and administrators and provide technical leadership within the team.
- Participate in Agile ceremonies, testing activities, deployments, and release management processes.
Requirements
Experience
- 5+ years of ServiceNow platform development and administration experience.
- 3+ years of hands-on experience implementing and supporting ServiceNow Customer Service Management (CSM) solutions.
- Experience designing and supporting customer service portals and self-service experiences.
- Experience configuring and optimizing email-to-case processes and automated case management workflows.
- Experience integrating CRM systems and customer data sources with ServiceNow.
- Experience supporting enterprise-scale customer service, contact center, or operational support environments.
- Strong understanding of customer service operations, case lifecycle management, SLA management, and service delivery best practices.
Required Certifications (Must Have)
Candidates must provide proof of the following current ServiceNow certifications with their application:
- ServiceNow Certified Implementation Specialist (CIS) - ITSM
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist (CIS) - Customer Service Management (CSM)
Note: Certification documentation must be attached separately. Applications submitted without certification proof will not be considered.
Technical Requirements
Strong hands-on experience with:
- ServiceNow Customer Service Management (CSM)
- Service Portal
- Customer Service Workspace
- Flow Designer
- IntegrationHub
- REST 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 platforms
- SAP applications
- Custom CRM platforms
- Data warehouse solutions (Snowflake preferred)
Preferred Skills
- ITIL v4 Foundation certification or higher.
- Experience with enterprise-scale customer service transformation initiatives.
- Experience designing customer journey and self-service experiences.
- Knowledge of Customer Relationship Management (CRM) best practices.
- Experience supporting financial services, banking, or highly regulated environments.
- Strong analytical and problem-solving skills with a focus on operational efficiency and customer experience improvements.
- Ability to translate business requirements into scalable technical solutions.
- Experience creating executive-level dashboards and reporting solutions.
- Strong communication, stakeholder management, and presentation skills.
- Prior experience mentoring developers and leading technical solution delivery teams.
- Familiarity with Snowflake-based reporting and analytics environments.
- Experience working within Agile/Scrum delivery frameworks.
By applying for a job with SGA, you agree to allow SGA to process your application for this and future opportunities in accordance with our Privacy Policy. Also, to ensure timely processing, you agree to be contacted by our AI recruiter via email, text, or phone. Message frequency varies and data rates may apply, but you can reply STOP to any SMS message to opt-out of texts and may contact SGA at to opt-out of AI communications. The choice not to engage with AI will not adversely impact your consideration for placement. AI is not used to make any hiring determinations.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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