ServiceNow Certified Implementation Specialist (CSM) - 26-04281

Job Title: ServiceNow Certified Implementation Specialist (CSM)

Location: Albany, NY

Duration: 6 Months

Work Hours: 37.5 hours/week

Role Summary:

We are seeking an experienced ServiceNow Implementation Specialist to design, configure, deploy, and support Customer Service Management (CSM) solutions. The role focuses on translating business requirements into scalable ServiceNow applications with strong reporting, automation, and governance practices.

Key Responsibilities:

• Lead end-to-end CSM implementations from discovery through deployment and hyper-care
• Configure core CSM modules including case management, SLAs, knowledge management, and portals
• Develop reports and Performance Analytics dashboards with KPIs and scheduled reporting
• Automate workflows using Flow Designer, Integration Hub, and scripting tools
• Build and maintain integrations using REST/SOAP APIs and secure authentication methods
• Manage data imports, transformations, and data quality alignment with legacy systems
• Enforce platform security, governance, and role-based access controls
• Optimize system performance and troubleshoot incidents using root cause analysis
• Support testing, release management, upgrades, and regression testing
• Develop documentation and provide end-user training

Required Qualifications:

• ServiceNow Certified Implementation Specialist – CSM (required)
• 4–6 years of hands-on ServiceNow administration or development experience
• Experience with at least 2 full CSM implementations
• Strong knowledge of Flow Designer, Integration Hub, scripting, and ServiceNow APIs
• Experience with reporting, dashboards, KPIs, and Performance Analytics
• Strong understanding of platform security, ACLs, and governance practices
• Experience with REST/SOAP integrations and identity/authentication standards
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience

Preferred Skills:

• Experience with Service Portal, Virtual Agent, and CSM enhancements
• Exposure to ITSM, CRM, or contact center integrations
• Familiarity with CI/CD tools and Git-based workflows
• Understanding of compliance frameworks (e.g., SOC2, ISO 27001)
• Experience with Jira, Azure DevOps, or Confluence

For more details reach at [email protected]