ServiceNow CSM Implementer / Administrator
CSM Implementation & Configuration
- 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.
- Implement and maintain domain separation (if applicable) across business units or entities.
Platform Administration & Operations
- 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.
- Maintain data integrity across CSM tables, customer accounts, contacts, and service offerings.
- Support release management activities including testing, deployment validation, and post-release stabilization.
Integrations & Automation
- Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required.
- Configure inbound/outbound email actions, REST/SOAP integrations, and third-party connectors.
- Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution.
Reporting & Performance Management
- Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance.
- Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction.
Continuous Improvement
- Identify optimization opportunities across customer journeys and service delivery models.
- Support enhancements, upgrades, and new feature rollouts within the CSM module.
- Act as a functional SME for CSM processes and provide guidance to stakeholders.
Qualifications
- 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
- Domain Separation (preferred)
- 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.
Additional Information
WHY YOU’LL LOVE US
- All employees benefits for free (our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company days out and parties…)
- Social insurance
- 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
- Friendly environment
- Flexible and Comfortable schedule
- Fun committees
- Monetary rewards
- Fun, smart and creative people
- Career possibilities with growing team
- Paid vacations
- Social benefits
For more information about Nile Bits, please visit our website:
https://www.nilebits.com