ServiceNow CSM Implementer / Administrator
Core
Configure and implement ServiceNow Customer Service Management (CSM) modules, including Case Management, portals, and knowledge bases, while optimizing workflows and integrations to enhance customer service operations.
Role type
ServiceNow CSM Implementer / Administrator
Builds
Customer service portals, case management workflows, and integrated service delivery platforms
Domain
IT Service Management / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ServiceNow CSM Case Management, Customer Service Portal configuration, SLA Management, Entitlements, Flow Designer, Workflow Automation, Domain Separation, ITSM integration, RBAC, REST/SOAP integrations
Preferred skills
Domain Separation, ServiceNow Certified Implementation Specialist – CSM
Technologies
ServiceNow, Flow Designer, Business Rules, REST, SOAP
Responsibilities
Design and optimize case lifecycle workflows and escalation models, manage incident and change processes, develop performance analytics dashboards, support platform upgrades and new feature rollouts, act as a functional SME for CSM processes
Seniority
Mid-Senior, hands-on IC
