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 an...