Cloud Computing Specialist (ServiceNow – CSM)
New York City, NY, 10001, New York City, NY
Cloud Computing Specialist (ServiceNow – CSM)
Full Time • New York City, NY, 10001, New York City, NY
About NationMind LLC:
NationMind LLC is a technology consulting firm focused on software development and QA testing services. We help clients build reliable, scalable applications with a strong emphasis on automation, performance, and quality. Our team works across industries, delivering solutions that drive innovation and operational efficiency. We are currently hiring skilled professionals for Cloud Computing Specialist (ServiceNow – CSM) to join our growing team.
Role: Cloud Computing Specialist (ServiceNow – CSM)
Experience Required: 7-9 Yrs
NationMind LLC is a technology consulting firm focused on software development and QA testing services. We help clients build reliable, scalable applications with a strong emphasis on automation, performance, and quality. Our team works across industries, delivering solutions that drive innovation and operational efficiency. We are currently hiring skilled professionals for Cloud Computing Specialist (ServiceNow – CSM) to join our growing team.
Role: Cloud Computing Specialist (ServiceNow – CSM)
Experience Required: 7-9 Yrs
LOCATION: New York, NY (Hybrid) - 3 days on site, 2 days remote.
Contract: 6 months
Contract: 6 months
Required: Must be ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)
ROLE SUMMARY:
- 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.
- 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.
Compensation: $58.00 - $70.00 per hour
Find Something More Than a Job
NationMind LLC was established with the aim of Empowering Talent.
Our mission is to revolutionize industries through the application of advanced technologies. Core Values: Innovation: We embrace creativity and push the boundaries of what’s possible.
Excellence: We are committed to delivering exceptional quality in everything we do. Collaboration: We believe in the power of teamwork and partnerships to achieve common goals. Integrity:
We conduct ourselves with honesty, transparency, and ethical principles. Sustainability.
We are dedicated to creating solutions that promote environmental responsibility and social equity.
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