ServiceNow CSM Implementer Administrator

CSM Implementation & Configuration

• Configure and implement ServiceNow CSM modules including Case Management Customer Service Portal Knowledge Management and Service Catalog integration.
• Design and optimize case lifecycle workflows SLAs assignment rules escalation models and entitlement configurations.
• Configure Agent Workspace for CSM to improve agent productivity and user experience.
• Implement and maintain domain separation (if applicable) across business units or entities.

Platform Administration & Operations

• Perform platform administration tasks including user management role-based access control (RBAC) groups and security policies.
• Manage incident problem and change processes related to CSM operations.
• Maintain data integrity across CSM tables customer accounts contacts and service offerings.
• Support release management activities including testing deployment validation and post-release stabilization.

Integrations & Automation

• Support integrations between CSM and other ServiceNow modules (ITSM ITOM HRSD) where required.
• Configure inbound/outbound email actions REST/SOAP integrations and third-party connectors.
• Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution.

Reporting & Performance Management

• Develop dashboards and performance analytics reports for case trends SLA compliance and agent performance.
• Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction.

Continuous Improvement

• Identify optimization opportunities across customer journeys and service delivery models.
• Support enhancements upgrades and new feature rollouts within the CSM module.
• Act as a functional SME for CSM processes and provide guidance to stakeholders.

Qualifications :

• 48 years of experience in ServiceNow implementation and administration with strong exposure to Customer Service Management (CSM).
• Hands-on experience with:
• ServiceNow CSM Case Management
• Customer Service Portal configuration
• SLA Management & Entitlements
• Flow Designer & Workflow Automation
• Domain Separation (preferred)
• Strong understanding of customer service operations ticket lifecycle management and service delivery frameworks.
• Experience in integrating CSM with ITSM and other enterprise systems.
• ServiceNow Certified System Administrator (CSA) required.
• Certified Implementation Specialist CSM preferred.

Additional Information :

WHY YOULL LOVE US

• All employees benefits for free (our famous games room daily breakfast fruits coffee and other hot drinks soft drinks and juices company days out and parties)
• Social insurance
• Open-door management policy
• Full Medical insurance
• Accommodation and Transportation Allowance
• Friendly environment that values innovation and efficiency
• Exciting opportunities for career growth and talent development
• Feedback encouragement
• Recognition and reward programs
• Competitive salaries and incentives
• Friendly environment
• Flexible and Comfortable schedule
• Fun committees
• Monetary rewards
• Fun smart and creative people
• Career possibilities with growing team
• Paid vacations
• Social benefits

For more information about Nile Bits please visit our website:

Remote Work :

Yes

Employment Type :

Full-time