CSM Solution Owner
Core
Lead the roadmap, configuration, and continuous improvement of the ServiceNow CSM platform to support customer service operations and business strategy.
Role type
Senior ServiceNow CSM Platform Architect/Owner
Builds
Scalable ServiceNow CSM platform capabilities including case management, entitlements, omnichannel integrations, and self-service portals.
Domain
Healthcare technology / Enterprise Service Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
ServiceNow CSM, case management, entitlements, omnichannel integrations, SLA/OLA configuration, knowledge management, platform governance, release coordination
Preferred skills
customer data modeling, segmentation, journey mapping, workflow automation, vendor partnership
Technologies
ServiceNow, chat, portal, telephony/CTI
Responsibilities
Lead roadmap and configuration of ServiceNow CSM platform; Design and optimize case management and entitlements; Drive omnichannel integrations; Configure and monitor SLA/OLA models and dashboards; Build and enhance knowledge base and self-service portals; Partner with architects and delivery teams to translate requirements into scalable solutions.
Seniority
Senior, hands-on IC
