Senior ServiceNow Customer Service Management Engineer

Description:

On-site in Cincinnati, OH

Our client seeks a Senior Service Now Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions. The role will lead implementations across customer portals, email-to-case, CRM integrations, case workflows, SLAs, and customer service operations. The ideal candidate brings strong Service Now platform expertise with proven CSM delivery that improves customer experience, automates intake and routing, and integrates customer data across systems.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $55.00 to $65.00/hr. w2

• Design and configure Service Now Customer Service Management solutions.
• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Configure cases, accounts, contacts, consumer records, case assignment and routing, SLAs and escalations, and knowledge management.
• Implement and maintain Agent Workspace and Customer Service Workspace.
• Design and maintain inbound email processing solutions.
• Configure email parsing, routing, and automated case creation.
• Build business rules and flows for shared mailbox processing, case categorization, auto-assignment, notifications, and escalations.
• Troubleshoot inbound and outbound email issues and improve automation.
• Design and support integrations between CRM platforms and Service Now.
• Integrate customer, company, relationship, account, and contact information.
• Develop integrations using REST, SOAP, Integration Hub, and MID Server.
• Support near real-time synchronization for accounts, contacts, relationships, opportunities, and case updates.
• Troubleshoot integration failures and data quality issues.
• Develop and enhance customer portals, Service Portal, Employee Center, and Agent Workspace.
• Improve user experience and self-service capabilities.
• Configure catalog items, widgets, forms, and workflows.
• Collaborate with stakeholders to simplify customer interactions.
• Develop solutions using Flow Designer, Integration Hub, Business Rules, Script Includes, UI Actions, and Client Scripts.
• Automate case intake, assignment, escalation, notifications, and approvals.
• Create dashboards and KPIs for case volumes, SLA compliance, resolution times, queue management, and customer experience metrics.
• Provide operational insights and performance reporting.
• Partner with business and product teams to gather requirements.
• Lead solution design sessions and mentor junior team members.
• Participate in Agile planning, testing, deployment, and release activities.

• 5+ years of Service Now platform experience.
• 3+ years of hands-on Service Now CSM implementation experience.
• Experience implementing customer service portals and configuring email-to-case.
• Experience integrating CRM and customer data sources with Service Now.
• Experience supporting large customer service or operations teams.
• Certifications required:
  Service Now CIS – ITSM, Service Now CAD, Service Now CIS – CSM. The manager requested that the Service Now certification be attached separately. CVs without the certification will not be considered.
• Nice to have: ITIL v4 Foundation or higher.
• Technical skills:
  Service Now CSM, Service Portal, Customer Service Workspace, Flow Designer, Integration Hub, REST APIs, Business Rules, Script Includes, Client Scripts, UI Policies, SLA Management, Knowledge Management, Case Management, Email Inbound Actions, Notification Framework.
• Integration experience with Fiserv, SAP, custom CRM platforms, and data warehouses such as Snowflake.