Cloud Computing Specialist
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Must be ServiceNow Certified Implementation Specialist Customer Service Management (CIS CSM) - 37.50 hrs - 3 days on site 2 days remote.
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: Bachelors 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.
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: Bachelors 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.
Brandon Consulting Associates Inc. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 29years.
