ServiceNow Customer Service Management; CSM) Engineer

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

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

• Design, configure, develop, and support Service Now 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.
• 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.

• Develop and support integrations between Service Now 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.

• 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.

Develop solutions using:

• Flow Designer
• Integration Hub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts

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

Create dashboards and KPIs covering:

• SLA compliance
• Resolution times
• Customer experience metrics

Provide operational insights and performance reporting.

• 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.

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

Strong experience with:

• Service Now CSM
• Service Portal
• Customer Service Workspace
• Flow Designer
• Integration Hub
• REST APIs
• SOAP APIs
• Business Rules
• Script Includes
• Client Scripts
• SLA Management
• Knowledge Management
• Case Management
• Email Inbound Actions
• Notification Framework

Experience integrating Service Now with:

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

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