ServiceNow CSM Admin & Developer

State of Tennessee; Nashville (TN); Hybrid; USD 68,000 - 89,000; Full time

Job summary

State of Tennessee seeks a motivated, detail-oriented ServiceNow CSM Administrator/Developer to configure, maintain, and develop capabilities within the ServiceNow CSM ecosystem, focusing on customer service workflows and case management.

You will optimize customer service processes, automate case workflows, and collaborate with the Finance and Administration department to improve the overall customer experience, while supporting system upgrades and documentation in a hybrid work setting.

Qualifications

• Bachelor's degree and two years of experience in application design, systems analysis, or software development.
• OR
• An Associate's degree and two years of related IT experience may substitute for the bachelor's degree requirement.
• Substitution for Bachelor's degree: Relevant IT Associate's Degree.
• Substitution of Experience for Education: Related IT experience may substitute for the required bachelor's degree on a year-for-year basis to a maximum of four years.

Responsibilities

• CSM Administration & Configuration: Handle day-to-day administration, configuration, and support of the ServiceNow CSM application, including case management, customer portals, service channels (email, chat), and assignment rules.
• Development & Customization: Assist in designing, developing, and deploying client scripts, business rules, UI policies, and workflow automations tailored to customer-facing workflows.
• Integration Support: Help build, maintain, and troubleshoot interfaces and integrations between ServiceNow CSM and external third-party case management systems.
• Collaboration & Maintenance: Participate in system upgrades, testing, bug fixing, and technical documentation alongside senior developers and business stakeholders.

Job description

State of Tennessee seeks a motivated, detail-oriented ServiceNow CSM Administrator/Developer to configure, maintain, and develop capabilities within the ServiceNow CSM ecosystem, focusing on customer service workflows and case management.

You will optimize customer service processes, automate case workflows, and collaborate with the Finance and Administration department to improve the overall customer experience, while supporting system upgrades and documentation in a hybrid work setting.