Cloud Computing Specialist; ServiceNow – CSM - Hybrid , NY

Cloud Computing Specialist (Service Now – CSM) - Hybrid in New York, NY

New York, United States | Posted on 05/08/2026

ROLE

SUMMARY:

• Design, configure, deploy, and support Service Now Customer Service Management (CSM) solutions.
• Translate business requirements into scalable applications with robust reporting and governance.

• Lead end‑to‑end CSM implementations from discovery through deployment and hyper‑care.
• Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.
• Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.
• Automate workflows using Flow Designer, Integration Hub, Business Rules, Client Scripts, Script Includes, Glide APIs.
• Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).
• Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.
• Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.
• Optimize performance and reliability; troubleshoot incidents/problems and perform root‑cause analysis.
• Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.
• Produce documentation (design specs, runbooks) and deliver stakeholder training.

• Service Now certification: CIS‑CSM (Customer Service Management).
• 4–6 years hands‑on Service Now admin/development; 2+ full CSM implementations.
• Platform expertise: configuration/customization across CSM/CRM;
  Flow Designer, Integration Hub, Business Rules, Client Scripts, Script Includes, Glide APIs.
• Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.
• Architecture & data:
  SaaS/multi‑tenant concepts; data modeling; CMDB relationships; familiarity with CSDM.
• Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.
• Delivery excellence: ATF, versioning, release/change management, documentation.
• Education:
  
  Bachelor’s in CS/IS/Engineering or equivalent experience.
• Professional skills: analytical problem‑solving, reliable follow‑through, deadline ownership, independent work, and cross‑team collaboration.
• Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.
• Integrations with ITSM, Field Service, CRM, or contact center platforms.
• CI/CD (Azure Dev Ops/Jenkins) and Git for update sets/source control.
• Security/compliance awareness (e.g., SOC2, ISO 27001).

• Production‑ready CSM implementation improving case resolution time and CSAT.
• Role‑based dashboards and PA KPIs live for operations and leadership.
• Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.

Must be Service Now Certified Implementation Specialist – Customer Service Management (CIS‑CSM)