ServiceNow Software Engineer III

Service Now Software Engineer III

Location:

Cincinnati, Ohio (Onsite)

Duration: 4+ Month

We are seeking a skilled Senior Service Now Customer Service Management (CSM) Engineer to design, develop, and enhance enterprise customer servicing solutions on the Service Now platform. This role involves leading the implementation and optimization of customer portals, email-to-case capabilities, CRM integrations, and case management workflows. The ideal candidate will combine strong Service Now platform expertise with hands-on experience in CSM solutions.

• Design, develop, and configure Service Now Customer Service Management solutions.
• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Design and maintain inbound email processing solutions, including parsing, routing, and automated case creation.
• Design and support integrations between CRM platforms and Service Now using REST APIs, SOAP APIs, and Integration Hub.
• Lead the development and enhancement of customer portals, Service Portal, Employee Center, and Agent Workspace.
• Develop workflow automation solutions using Flow Designer, Integration Hub, Business Rules, and Script Includes.
• Create and manage dashboards and KPIs for case volumes, SLA compliance, and resolution times.
• Partner with business and product teams to gather requirements and lead solution design sessions.

• Experience:
  
  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 processes.
• Experience integrating CRM and customer data sources with Service Now.
• Experience supporting large customer service or operations teams.

• Service Now CIS – ITSM
• Service Now CAD
• Service Now CIS – CSM

• Service Now CSM, Service Portal, and Customer Service Workspace
• Flow Designer, Integration Hub, and REST APIs
• Business Rules, Script Includes, and Client Scripts
• SLA Management, Knowledge Management, and Case Management

• ITIL v4 Foundation or higher certification.
• Experience integrating with Fiserv, SAP, custom CRM platforms, and data warehouses such as Snowflake.
• Everforth Apex uses a virtual recruiter as part of the application process.
• Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

• medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the…