ServiceNow CSM / CRM Integration Consultant

ServiceNow CSM / CRM Integration Consultant

Client: Fifth Third Bank
Location: Cincinnati, OH / Remote
Duration: 12+ Months Contract

Job Overview

Fifth Third Bank is looking for an experienced ServiceNow CSM Consultant/Developer with strong experience in Customer Service Management, CRM integrations, data management, and solution design. The consultant will support ongoing ServiceNow initiatives, integration efforts, data-related activities, and platform enhancements.

Key Responsibilities

• Design, configure, develop, and support ServiceNow Customer Service Management (CSM) solutions.
• Work with business and technical teams to understand requirements and translate them into ServiceNow solutions.
• Develop and support integrations between ServiceNow and Salesforce, Microsoft Dynamics, and other CRM platforms.
• Build integrations using REST APIs, SOAP APIs, IntegrationHub, MID Server, and web services.
• Perform data mapping, transformation, migration, cleansing, validation, and reconciliation.
• Work with Import Sets, Transform Maps, Data Sources, and ServiceNow data models.
• Develop and maintain reports, dashboards, and data-driven solutions.
• Configure and customize ServiceNow using Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs, Notifications, and Flow Designer.
• Support workflows, automation, case management, and customer service processes within CSM.
• Troubleshoot and resolve ServiceNow, integration, workflow, and data issues.
• Participate in solution architecture, technical design, testing, deployment, and documentation.
• Collaborate with developers, architects, business analysts, integration teams, and stakeholders.
• Support production issues, enhancements, releases, and continuous platform improvements.
• Follow ServiceNow development best practices, security standards, and enterprise architecture guidelines.

Required Skills

• Strong hands-on ServiceNow development and configuration experience.
• Strong experience with ServiceNow CSM (Customer Service Management).
• Experience with CRM integrations, particularly Salesforce, Microsoft Dynamics, or similar CRM platforms.
• Strong knowledge of REST/SOAP APIs, web services, and IntegrationHub.
• Experience with MID Server and Flow Designer.
• Strong understanding of data mapping, data transformation, data migration, and data management.
• Experience with Import Sets, Transform Maps, Data Sources, and ServiceNow reporting.
• Proficiency with JavaScript and ServiceNow scripting.
• Experience with Business Rules, Client Scripts, UI Policies, Script Includes, ACLs, UI Actions, and Notifications.
• Experience developing reports and dashboards.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and collaboration skills.

Preferred Qualifications

• ServiceNow CSA certification.
• ServiceNow CSM Implementation Specialist certification.
• Experience in banking or financial services environments.
• Experience working on large-scale enterprise integrations.
• Agile/Scrum experience.
• Strong technical documentation and stakeholder-management skills.