Customer Service Management (CSM) Specialist

Full-time

Saltech Systems

Role Summary

Implement and enhance ServiceNow Customer Service Management solutions that improve case management, customer operations, omnichannel engagement, self-service, entitlement management, and service experiences for B2B and/or B2C customers.

Key Responsibilities

Configure CSM case management, the customer data model (accounts, contacts, consumers, households, partners), install base and sold products, entitlements, contracts, and SLAs.
Design assignment, routing, and escalation using Advanced Work Assignment (AWA), skills, and queues.
Configure Customer Service Workspace, playbooks (Process Automation Designer), customer/partner portals, knowledge, and notifications.
Implement omnichannel capabilities including chat, email, Virtual Agent, and contact-center/CTI integrations (e.g., Amazon Connect, Genesys, Five9).
Integrate CSM with ITSM, FSM, external CRM (e.g., Salesforce), order/billing, and enterprise applications using IntegrationHub and REST APIs.
Develop reports, dashboards, and Performance Analytics for customer-service KPIs (CSAT, FCR, AHT, backlog, SLA attainment).
Translate business requirements into scalable, out-of-box-first ServiceNow configurations.
Support testing, releases, upgrades, and production issues.

Required Qualifications & Skills

4+ years of ServiceNow experience, including 2+ years of hands-on CSM implementation.
Strong understanding of the CSM data model, case lifecycle, entitlements, SLAs, and B2B vs. B2C service patterns.
Experience with Flow Designer, AWA, Customer Service Workspace, and integrations.
Scripting in JavaScript/Glide APIs for business rules, client scripts, and Script Includes.
Strong stakeholder communication and requirements-analysis skills.

Preferred Qualifications

CSA and CIS-Customer Service Management (CIS-CSM).
Experience with Proactive Customer Service Operations, Now Assist for CSM, or Virtual Agent.
Contact-center or CRM integration experience.

General Expectations

Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
Produce clear technical/functional documentation and follow established development, security, change, and release standards.
Communicate effectively with technical teams, business stakeholders, and client leadership.
Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.

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Vacancy posted 2 days ago

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