ServiceNow Implementation - CSM

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Neotecra, Inc, is seeking the following. Apply via Dice today!ROLE SUMMARY: Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions. Translate business requirements into scalable applications with robust reporting and governance.RESPONSIBILITIES: 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, IntegrationHub, 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.REQUIRED QUALIFICATIONS: ServiceNow certification: CIS‑CSM (Customer Service Management). 4–6 years hands‑on ServiceNow admin/development; 2+ full CSM implementations. Platform expertise: configuration/customization across CSM/CRM; Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs. Reporting & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards. 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.PREFERRED / NICE‑TO‑HAVE: Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM. Integrations with ITSM, Field Service, CRM, or contact center platforms. CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control. Security/compliance awareness (e.g., SOC2, ISO 27001). Jira/ADO for backlog management; Confluence for documentation.SUCCESS INDICATORS (6–12 MONTHS): 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 ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)