ServiceNow Customer Service Management (CSM) Engineer

System Soft Technologies; Cincinnati (OH); On-site; USD 110,000 - 150,000; Full time

Job summary

System Soft Technologies seeks a Senior ServiceNow CSM Engineer to design, develop, integrate, and support ServiceNow CSM solutions. You will work on customer portals, email-to-case workflows, and CRM integrations while improving automation and UX.

Ideal candidates have 5+ years in ServiceNow, 3+ years in CSM implementation, and strong development skills across Flow Designer, IntegrationHub, REST/SOAP. Join a fast-paced team delivering enterprise-scale ServiceNow solutions.

Qualifications

• 5+ years of ServiceNow platform experience.
• 3+ years of hands-on ServiceNow CSM implementation experience.
• Strong experience with email-to-case and customer service portals.
• Experience integrating CRM and customer data sources with ServiceNow.

Responsibilities

• Design, configure, develop, and support ServiceNow CSM solutions.
• Build and maintain Customer Service Portal and CSM Workspace.
• Configure Cases, Accounts, Contacts, SLA, workflows, and knowledge management.
• Develop integrations with CRM platforms using REST/SOAP and IntegrationHub.
• Lead solution design discussions and mentor junior staff.
• Create dashboards and KPIs for SLA compliance and customer experience.

Skills

ServiceNow

CSM

Development

Configuration

Email-to-case

CRM integrations

REST APIs

SOAP APIs

IntegrationHub

Flow Designer

MID Server

Knowledge Management

SLA Management

Tools

REST APIs

SOAP APIs

IntegrationHub

MID Server

Job description

We are seeking a Senior ServiceNow Customer Service Management (CSM) Engineer with strong hands‑on experience designing, developing, integrating, and supporting ServiceNow CSM solutions.

The ideal candidate will have experience with CSM, customer portals, email-to-case, CRM integrations, case management, workflow automation, and ServiceNow development. This person will work closely with business and product teams to improve customer servicing operations and automate manual processes.

Responsibilities

ServiceNow CSM Development

• Design, configure, develop, and support ServiceNow CSM solutions.
• Build and maintain Customer Service Portal and CSM Workspace.
• Configure Cases, Accounts, Contacts, Consumers, SLAs, escalations, and Knowledge Management.
• Configure and support Agent Workspace and Customer Service Workspace.
• Design and maintain inbound email processing and automated case creation.
• Configure email parsing, routing, categorization, and assignment.
• Develop Business Rules and Flows for shared mailbox processing, notifications, and escalations.
• Troubleshoot inbound and outbound email issues.
• Improve automation and reduce manual case triage.

CRM & ServiceNow Integrations

• Develop and support integrations between ServiceNow and CRM platforms.
• Integrate customer, account, contact, relationship, and case information.
• Develop integrations using REST, SOAP, IntegrationHub, and MID Server.
• Support near real-time synchronization of customer and case data.
• Troubleshoot integration failures and data quality issues.

Portal & User Experience

• Develop and enhance Customer Portals, Service Portal, Employee Center, and Agent Workspace.
• Improve self‑service capabilities and overall user experience.
• Configure catalog items, widgets, forms, and workflows.
• Work with business stakeholders to simplify customer interactions.

Workflow Automation

Develop solutions using:

• Flow Designer
• IntegrationHub
• Business Rules
• Script Includes
• UI Actions
• Client Scripts

Automate case intake, assignment, escalation, notifications, and approval processes.

Reporting & Analytics

Create dashboards and KPIs covering:

• SLA compliance
• Resolution times
• Customer experience metrics

Provide operational insights and performance reporting.

Technical Leadership

• Partner with business and product teams to gather requirements.
• Lead solution design and technical discussions.
• Mentor junior developers and administrators.
• Participate in Agile planning, testing, deployment, and release activities.

Qualifications

• 5+ years of ServiceNow platform experience
• 3+ years of hands‑on ServiceNow CSM implementation experience
• Experience implementing customer service portals.
• Strong experience with email-to-case implementations.
• Experience integrating CRM and customer data sources with ServiceNow.
• Experience supporting large customer service or operations teams.
• Strong ServiceNow development and configuration experience.

Technical Skills

Strong experience with:

• ServiceNow CSM
• Service Portal
• Customer Service Workspace
• Flow Designer
• IntegrationHub
• REST APIs
• SOAP APIs
• Business Rules
• Script Includes
• Client Scripts
• SLA Management
• Knowledge Management
• Case Management
• Email Inbound Actions
• Notification Framework

Integration Experience

Experience integrating ServiceNow with:

• SAP
• Custom CRM platforms
• Data warehouses, preferably Snowflake

Nice to Have

• ITIL v4 Foundation or higher
• Experience working in Agile environments.
• Experience with enterprise‑scale ServiceNow implementations.
• Strong communication and stakeholder management skills.