ServiceNow Software Engineer

We are seeking a Senior ServiceNow Customer Service Management (CSM) Engineer with strong hands-on experience designing, developing, integrating, and supporting ServiceNow CSM solutions.

The ideal candidate will have experience with CSM, customer portals, email-to-case, CRM integrations, case management, workflow automation, and ServiceNow development. This person will work closely with business and product teams to improve customer servicing operations and automate manual processes.

⚠️ Mandatory Certification Requirement

The ServiceNow certification must be attached separately with the resume. Candidates whose certification is not provided will not be considered.

Required Certifications:

• ServiceNow CIS – ITSM
• ServiceNow CAD
• ServiceNow CIS – CSM

Key Responsibilities

ServiceNow CSM Development

• Design, configure, develop, and support ServiceNow CSM solutions.
• Build and maintain Customer Service Portal and CSM Workspace.
• Configure Cases, Accounts, Contacts, Consumers, SLAs, escalations, and Knowledge Management.
• Configure and support Agent Workspace and Customer Service Workspace.

Email-to-Case

• Design and maintain inbound email processing and automated case creation.
• Configure email parsing, routing, categorization, and assignment.
• Develop Business Rules and Flows for shared mailbox processing, notifications, and escalations.
• Troubleshoot inbound and outbound email issues.
• Improve automation and reduce manual case triage.

CRM & ServiceNow Integrations

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

Portal & User Experience

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

Workflow Automation

Develop solutions using:

• Flow Designer
• IntegrationHub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• UI Policies

Automate case intake, assignment, escalation, notifications, and approval processes.

Reporting & Analytics

Create dashboards and KPIs covering:

• Case volumes
• SLA compliance
• Resolution times
• Queue management
• Customer experience metrics

Provide operational insights and performance reporting.

Technical Leadership

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

Required Qualifications

• 5+ years of ServiceNow platform experience
• 3+ years of hands-on ServiceNow CSM implementation experience
• Experience implementing customer service portals.
• Strong experience with email-to-case implementations.
• Experience integrating CRM and customer data sources with ServiceNow.
• Experience supporting large customer service or operations teams.
• Strong ServiceNow development and configuration experience.

Mandatory Certifications

Candidates must have all three certifications:

1. ServiceNow CIS – ITSM
2. ServiceNow CAD
3. ServiceNow CIS – CSM

Certification documents must be submitted separately along with the resume.

Technical Skills

Strong experience with:

• ServiceNow CSM
• Service Portal
• Customer Service Workspace
• Flow Designer
• IntegrationHub
• REST APIs
• SOAP APIs
• Business Rules
• Script Includes
• Client Scripts
• UI Policies
• SLA Management
• Knowledge Management
• Case Management
• Email Inbound Actions
• Notification Framework

Integration Experience

Experience integrating ServiceNow with:

• Fiserv
• SAP
• Custom CRM platforms
• Data warehouses, preferably Snowflake

Nice to Have

• ITIL v4 Foundation or higher
• Experience working in Agile environments.
• Experience with enterprise-scale ServiceNow implementations.
• Strong communication and stakeholder management skills.