Cloud Computing Specialist (ServiceNow - CSM) - Hybrid new york, NY
<b>Job Description</b>Job DescriptionROLE SUMMARY:<br>- Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions.<br>- Translate business requirements into scalable applications with robust reporting and governance.<br>RESPONSIBILITIES:<br>- Lead end to end CSM implementations from discovery through deployment and hyper care.<br>- Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.<br>- Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.<br>- Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.<br>- Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).<br>- Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.<br>- Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.<br>- Optimize performance and reliability; troubleshoot incidents/problems and perform root cause analysis.<br>- Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.<br>- Produce documentation (design specs, runbooks) and deliver stakeholder training.<br>RequirementsREQUIRED QUALIFICATIONS:<br>- ServiceNow certification: CIS CSM (Customer Service Management).<br>- 4-6 years hands on ServiceNow admin/development; 2+ full CSM implementations.<br>- Platform expertise: configuration/customization across CSM/CRM; Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.<br>- Reporting & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.<br>- Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.<br>- Architecture & data: SaaS/multi tenant concepts; data modeling; CMDB relationships; familiarity with CSDM.<br>- Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.<br>- Delivery excellence: ATF, versioning, release/change management, documentation.<br>- Education: Bachelor's in CS/IS/Engineering or equivalent experience.<br>- Professional skills: analytical problem solving, reliable follow through, deadline ownership, independent work, and cross team collaboration.<br>PREFERRED / NICE TO HAVE:<br>- Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.<br>- Integrations with ITSM, Field Service, CRM, or contact center platforms.<br>- CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control.<br>- Security/compliance awareness (e.g., SOC2, ISO 27001).<br>- Jira/ADO for backlog management; Confluence for documentation.<br>SUCCESS INDICATORS (6-12 MONTHS):<br>- Production ready CSM implementation improving case resolution time and CSAT.<br>- Role based dashboards and PA KPIs live for operations and leadership.<br>- Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.<br>Must be ServiceNow Certified Implementation Specialist - Customer Service Management (CIS CSM)<br><img src="https://www.jobg8.com/Tracking.aspx?S%2fIDIV7CcjWSIf%2fboNOzYwx" width="0" height="0">
