Vacancy Description
Job Description
:
Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions. Translate business requirements into scalable applications with robust reporting and governance. RESPONSIBILITIES: Lead end‐to‐end CSM implementations from discovery through deployment and hyper‐care. Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake. Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting. Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs. Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC). Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System. Enforce platform security and governance: ACLs, roles, RBAC, upda...
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