ServiceNow CSM Engineer

Senior ServiceNow CSM Engineer

Job Type: Contract
Location: Cincinnati, OH (Remote)

Job Summary

We are seeking a Senior ServiceNow CSM Engineer with strong hands-on experience designing, developing, and supporting ServiceNow Customer Service Management (CSM) solutions. The candidate will work on customer portals, case management, email-to-case automation, CRM integrations, workflows, and customer service operations.

Key Responsibilities

• Design, configure, and enhance ServiceNow CSM solutions.
• Develop and maintain Customer Service Portal, Service Portal, CSM Workspace, and Agent Workspace.
• Configure cases, accounts, contacts, consumers, SLAs, escalations, and Knowledge Management.
• Implement email-to-case processing, including parsing, routing, case creation, assignment, notifications, and escalations.
• Develop and support integrations using REST, SOAP, IntegrationHub, and MID Server.
• Integrate ServiceNow with CRM, SAP, and customer data platforms.
• Develop automation using Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Actions.
• Build dashboards and reports for case volume, SLA compliance, resolution time, and customer service performance.
• Troubleshoot application, integration, and email-processing issues.
• Partner with business teams on requirements, solution design, testing, deployment, and Agile delivery.
• Mentor junior ServiceNow developers and administrators.

Required Skills

• 5+ years of ServiceNow platform experience.
• 3+ years of hands-on ServiceNow CSM experience.
• Strong experience with:
• ServiceNow CSM
• Customer Service Workspace
• Service Portal
• Flow Designer
• Integration Hub
• REST/SOAP APIs
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• SLA Management
• Case Management
• Email Inbound Actions
• Notifications
• Experience integrating ServiceNow with CRM and customer data systems.
• Experience supporting enterprise customer service/operations teams.

Mandatory Certifications

Candidates MUST provide the ServiceNow certifications as a separate attachment along with the resume. CVs without the required certifications will not be considered.

• ServiceNow CIS ITSM
• ServiceNow Certified Application Developer (CAD)
• ServiceNow CIS CSM

Nice to Have

• ITIL v4 Foundation or higher
• Snowflake / data warehouse integration experience
• SAP integration experience