Job Description

Title: Cloud Computing Specialist (ServiceNow – CSM)

Location: NYC NY

On-site/Remote/Hybrid: Hybrid (3 days onsite/2 days remote)

Duration: 6 Months

Interview Process: In-Person

Work Hours: 37.50

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, update sets, source control, environment promotion.
• Optimize performance and reliability; troubleshoot incidents/problems and perform root‐cause analysis.
• Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.
• Produce documentation (design specs, runbooks) and deliver stakeholder training.

REQUIRED QUALIFICATIONS:

• ServiceNow certification: CIS‐CSM (Customer Service Management).
• 4–6 years hands‐on 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/multi‐tenant 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 problem‐solving, reliable follow‐through, deadline ownership, independent work, and cross‐team collaboration.

PREFERRED / NICE‐TO‐HAVE:

• 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):

• Production‐ready CSM implementation improving case resolution time and CSAT.
• Role‐based dashboards and PA KPIs live for operations and leadership.
• Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.

About Us:

InterSources Inc , is a Small, Woman, and Minority-Owned Business Enterprise, ISO/IEC 27001, SOC 2 Type 2 certified company with massive 18+ years of diversified experience in providing IT Consulting Services, Artificial Intelligence, Data Analysis, Application Development, Cloud Services, Cybersecurity, Digital Marketing, ERP Management, Custom Software Development, Web Development, UI/ UX Design, System Integration, QA Support etc. We make reasonable accommodations for clients and employees, and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud and Oracle partner company.

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