ServiceNow CSM Implementer / Administrator - Remote

Overview

The ServiceNow CSM Implementer / Administrator is responsible for the implementation, configuration, and ongoing operational support of the ServiceNow Customer Service Management (CSM) platform.

In Short

• 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.
• 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.
• Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD).
• Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance.
• Identify optimization opportunities across customer journeys and service delivery models.
• Act as a functional SME for CSM processes and provide guidance to stakeholders.
• Support enhancements, upgrades, and new feature rollouts within the CSM module.

Requirements

• 4–8 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, and Domain Separation.
• 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.

Benefits

• 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.
• Flexible and Comfortable schedule.
• Paid vacations.