ServiceNow CSM Implementer Administrator
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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
About Company
Nile Bits aims to provide the best software development services that deliver robust, scalable, and cost effective software solutions. A team of top class professionals offers you proven expertise to ensure the quality and reliability of the products we develop for you. We emphasize m ... View more
