Cloud Computing Specialist (ServiceNow - CSM) - Hybrid new york, NY
hace 15 días
New York
Job DescriptionROLE 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. RequirementsREQUIRED 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: Bachelor’s 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. Must be ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)