ServiceNow CSM Consultant (CIS-CSM Certified)

Job Title: ServiceNow CSM Consultant (CIS-CSM Certified)Location: New York City, NY (Day 1 Onsite)

Job SummaryWe are seeking a ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) to lead end-to-end implementation and support of ServiceNow CSM solutions. The ideal candidate will have strong expertise in ServiceNow development, integrations, and performance analytics, with proven experience delivering scalable enterprise solutions.

Key ResponsibilitiesLead end-to-end ServiceNow CSM implementations (discovery → design → deployment → hypercare)Design and configure Customer Service Management (CSM) modules:Case ManagementSLAs & EntitlementsKnowledge ManagementService Portals / CommunitiesOmnichannel (chat, email, virtual agent)Develop and customize using:Flow Designer & IntegrationHubBusiness Rules, Client Scripts, Script IncludesGlide APIsBuild reports, dashboards, and Performance Analytics (PA):KPIs, indicators, scorecardsScheduled and ad-hoc reportingIntegrate external systems using:REST / SOAP APIsJSON / XMLOAuth2, API keysSAML / OIDC (SSO)Perform data migration & transformation:Import sets, transform mapsData quality and governanceAlignment with legacy systems (e.g., Siebel CRM)Ensure platform security & governance:ACLs, roles, RBACUpdate sets & source controlCI/CD and environment promotionConduct:Troubleshooting & root cause analysisAutomated Test Framework (ATF) testingUAT support & release managementCreate documentation:Technical design docsRunbooks & release notesTraining materials for stakeholdersRequired Qualifications✅ ServiceNow CIS-CSM Certification (MANDATORY)4–6 years of ServiceNow Admin/Developer experienceMinimum 2+ full CSM implementationsStrong expertise in:ServiceNow CSM module configurationFlow Designer, IntegrationHubBusiness Rules, Client Scripts, Script IncludesGlide APIsExperience with:Performance Analytics (KPIs, dashboards)REST/SOAP integrationsOAuth2, SAML, OIDC authenticationKnowledge of:CMDB & CSDM data modelsSaaS architecture & multi-tenant environmentsFamiliarity with:ATF, release management, version controlAgile/Scrum methodologiesBachelor’s degree in CS/IT/Engineering or equivalent experiencePreferred SkillsServiceNow modules:Service PortalVirtual AgentWorkforce OptimizationCommunitiesExperience integrating with:ITSM, Field ServiceCRM systems (Siebel, Salesforce, etc.)Contact center platformsCI/CD tools:Azure DevOps / JenkinsGitTools:Jira / Azure DevOpsConfluenceUnderstanding of:SOC2, ISO 27001 compliance