ServiceNow Software Engineer III

For more than three decades, Strategic Data Systems (SDS) has been a software consultancy firm specializing in strategy, technology, and business transformation for Fortune 100 companies, mid-sized firms, and startups. At SDS, we empower our development teams to address our clients’ critical business challenges by leveraging cutting edge technologies. If you seek a workplace where your contributions are truly appreciated, then SDS is the company for you.

Join us today to work alongside fellow development specialists and become a crucial part of our dynamic and cohesive community.

Job Title: Service Now Software Engineer

Location:
Cincinnati, OH (Madisonville, OH)

MUST HAVE MIN. OF 5-6 YOE

Service Now certification must be attached--CVs without the certification will not be considered.

NO AI EMBELISHED RESUMES!

TOP

SKILLS:

Must Have

• 5+ year’s experience on Service Now platform
• Service Now Certified Application Developer
• Service Now Certified System Administrator
• Service Now CSM
• Service Now ITSM

*** Must Have
- Certifications:

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

*** Nice to Have

• ITIL v4 Foundation or higher

What You’ll Do

The manager requested that the Service Now certification be attached separately. CVs without the certification will not be considered.

We are seeking a highly skilled Senior Service Now Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions on the Service Now platform. This individual will lead the implementation and optimization of customer portals, email-to-case capabilities, CRM integrations, case management workflows, and customer service operations.

The ideal candidate combines strong Service Now platform expertise with hands‑on experience implementing Customer Service Management solutions that improve customer experience, automate intake and routing processes, and integrate customer data across multiple systems.

Key Responsibilities

Service Now CSM Development

• 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
• Knowledge Management
• Implement and maintain Agent Workspace and Customer Service Workspace.

Email-to-Case Management

• 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
• Escalations
• Troubleshoot inbound and outbound email issues.
• Improve automation to reduce manual triage and case handling.

CRM-Service Now Integrations

• Design and support integrations between CRM platforms and Service Now.
• Integrate customer, company, relationship, account, and contact information.
• Develop integrations using:
• REST APIs
• SOAP APIs
• Integration Hub
• MID Server
• Support near real‑time synchronization of:
• Accounts
• Contacts
• Relationships
• Opportunities
• Case updates
• Troubleshoot integration failures and data quality issues.

Portal and User Experience

• Development and enhancement:
• Customer portals
• Service Portal
• Employee Center
• Agent Workspace
• Improve user experience and self‑service capabilities.
• Configure catalog items, widgets, forms, and workflows.
• Collaborate with business stakeholders to simplify customer interactions.

Workflow Automation

• Develop solutions using:
• Flow Designer
• Integration Hub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts
• Automate:
• Case intake
• Assignment
• Escalation
• Notifications
• Approval processes

Reporting & Analytics

• Create dashboards and KPIs for:
• Case volumes
• SLA compliance
• Resolution times
• Queue management
• Customer…