ServiceNow Certified Implementation Specialist (CSM) 26-04281

Job Title: ServiceNow Certified Implementation Specialist (CSM)
Location: Albany NY
Duration: 6 Months
Work Hours: 37.5 hours/week

Role Summary:

We are seeking an experienced ServiceNow Implementation Specialist to design configure deploy and support Customer Service Management (CSM) solutions. The role focuses on translating business requirements into scalable ServiceNow applications with strong reporting automation and governance practices.

Key Responsibilities:

• Lead end-to-end CSM implementations from discovery through deployment and hyper-care
• Configure core CSM modules including case management SLAs knowledge management and portals
• Develop reports and Performance Analytics dashboards with KPIs and scheduled reporting
• Automate workflows using Flow Designer Integration Hub and scripting tools
• Build and maintain integrations using REST/SOAP APIs and secure authentication methods
• Manage data imports transformations and data quality alignment with legacy systems
• Enforce platform security governance and role-based access controls
• Optimize system performance and troubleshoot incidents using root cause analysis
• Support testing release management upgrades and regression testing
• Develop documentation and provide end-user training

Required Qualifications:

• ServiceNow Certified Implementation Specialist CSM (required)
• 46 years of hands-on ServiceNow administration or development experience
• Experience with at least 2 full CSM implementations
• Strong knowledge of Flow Designer Integration Hub scripting and ServiceNow APIs
• Experience with reporting dashboards KPIs and Performance Analytics
• Strong understanding of platform security ACLs and governance practices
• Experience with REST/SOAP integrations and identity/authentication standards
• Bachelors degree in Computer Science Information Systems Engineering or equivalent experience

Preferred Skills:

• Experience with Service Portal Virtual Agent and CSM enhancements
• Exposure to ITSM CRM or contact center integrations
• Familiarity with CI/CD tools and Git-based workflows
• Understanding of compliance frameworks (e.g. SOC2 ISO 27001)
• Experience with Jira Azure DevOps or Confluence

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