ServiceNow certification: CISCSM (Customer Service Management).46 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 promo