CIS-CSM Certified ServiceNow Developer/Admin Full Time

Location: NYC, NY (Hybrid)
Interview Type: Video/Onsite

Job Summary Must be ServiceNow Certified Implementation Specialist Customer Service Management (CISCSM)

REQUIRED QUALIFICATIONS:
– ServiceNow certification: CISCSM (Customer Service Management).
– 4 6 years handson ServiceNow admin/development; 2+ full CSM implementations.
– Platform expertise: configuration/customization across CSM/CRM; Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
– Reporting & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.
– Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.
– Architecture & data: SaaS/multitenant concepts; data modeling; CMDB relationships; familiarity with CSDM.
– Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.
– Delivery excellence: ATF, versioning, release/change management, documentation.
– Education: Bachelor’s in CS/IS/Engineering or equivalent experience.
– Professional skills: analytical problemsolving, reliable followthrough, deadline ownership, independent work, and crossteam collaboration.
– Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.
– Integrations with ITSM, Field Service, CRM, or contact center platforms.
– CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control.
– Security/compliance awareness (e.g., SOC2, ISO 27001).
– Jira/ADO for backlog management; Confluence for documentation. SUCCESS INDICATORS (6 12 MONTHS):
– Productionready CSM implementation improving case resolution time and CSAT.
– Rolebased dashboards and PA KPIs live for operations and leadership.
– Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.