Cloud Computing Specialist (ServiceNow - CSM) - Hybrid new york, NY
Novalink Solutions
Job Description
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 end-to-end CSM implementations from discovery through deployment and hyper-care. - 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, IntegrationHub, 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 root-cause analysis. - Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing. - Produce documentation (design specs, runbooks) and deliver stakeholder training. Requirements REQUIRED QUALIFICATIONS: - ServiceNow certification: CIS-CSM (Customer Service Management). - 4-6 years hands-on 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/multi-tenant 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 problem-solving, reliable follow-through, deadline ownership, independent work, and cross-team collaboration. PREFERRED / NICE-TO-HAVE: - 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): - Production-ready CSM implementation improving case resolution time and CSAT. - Role-based dashboards and PA KPIs live for operations and leadership. - Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents. Must be ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)
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 end-to-end CSM implementations from discovery through deployment and hyper-care. - 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, IntegrationHub, 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 root-cause analysis. - Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing. - Produce documentation (design specs, runbooks) and deliver stakeholder training. Requirements REQUIRED QUALIFICATIONS: - ServiceNow certification: CIS-CSM (Customer Service Management). - 4-6 years hands-on 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/multi-tenant 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 problem-solving, reliable follow-through, deadline ownership, independent work, and cross-team collaboration. PREFERRED / NICE-TO-HAVE: - 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): - Production-ready CSM implementation improving case resolution time and CSAT. - Role-based dashboards and PA KPIs live for operations and leadership. - Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents. Must be ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)
Vacancy posted 4 days ago
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