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.

• 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.

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