ServiceNow Software Engineer

Job Description

Job Description

ComResource is looking for a ServiceNow Software Engineer.

Responsibilities:

ServiceNow CSM Development

• Design and configure ServiceNow Customer Service Management solutions.
• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Configure cases, accounts, contacts, consumer records, case assignment and routing, SLAs and 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.
• Build business rules and flows for shared mailbox processing, case categorization, auto-assignment, notifications, and escalations.
• Troubleshoot inbound and outbound email issues and improve automation to reduce manual triage and case handling.

CRM-ServiceNow Integrations

• Design and support integrations between CRM platforms and ServiceNow.
• Integrate customer, company, relationship, account, and contact information using REST APIs, SOAP APIs, Integration Hub, and MID Server.
• Support near real-time synchronization of accounts, contacts, relationships, opportunities, and case updates.
• Troubleshoot integration failures and data quality issues.

Portal and User Experience

• Develop and enhance customer portals, Service Portal, Employee Center, and Agent Workspace.
• Improve user experience and self-service capabilities.
• Configure catalog items, widgets, forms, and workflows.
• Collaborate with business stakeholders to simplify customer interactions.

Workflow Automation

• Develop solutions using Flow Designer, IntegrationHub, Business Rules, Script Includes, UI Actions, and Client Scripts.
• Automate case intake, assignment, escalation, notifications, and approval processes.

Reporting & Analytics

• Create dashboards and KPIs covering case volumes, SLA compliance, resolution times, queue management, and customer experience metrics.
• Provide operational insights and performance reporting.

Technical Leadership

• Partner with business and product teams to gather requirements and lead solution design sessions.
• Mentor junior developers and administrators.
• Participate in Agile planning, testing, deployment, and release activities.

Essentials:

• 5+ years of ServiceNow platform experience.
• 3+ years of hands-on ServiceNow CSM implementation experience.
• Experience implementing customer service portals and configuring email-to-case processes.
• Experience integrating CRM and customer data sources with ServiceNow.
• Experience supporting large customer service or operations teams.
• Strong experience with ServiceNow CSM, Service Portal, Customer Service Workspace, Flow Designer, Integration Hub, REST APIs, Business Rules, Script Includes, Client Scripts, UI Policies, SLA Management, Knowledge Management, Case Management, Email Inbound Actions, and the Notification Framework.
• Experience integrating with SAP, custom CRM platforms, and data warehouses; Snowflake experience preferred.
• Must hold the following certifications: ServiceNow CIS – ITSM, ServiceNow CAD, and ServiceNow CIS – CSM.

Desired:

• ITIL v4 Foundation or higher.
• Experience integrating with Fiserv.

Req ID: AM71931794