CSM Lead

California

ServiceNow - Architect

Permanent

Our client, a Digital Transformation services organization, are hiring a ServiceNow CSM lead to join their team in Sacramento, California. The successful candidate will lead the design, development and implementation of ServiceNow CSM solutions to enhance customer service operations and optimize business processes.

Responsibilities

As the CSM Lead, you will mentor a team of ServiceNow developers to design and deliver scalable, efficient CSM solutions.
Design and implement ServiceNow CSM modules, workflows and integrations with third-party systems.
Customize ServiceNow applications (UI/UX, scripting, business rules, client scripts, and ACLs) to meet business requirements.
Develop and maintain integrations between ServiceNow and other enterprise systems using REST, SOAP and APIs.
Collaborate with stakeholders to gather and document business requirements, transforming them into actionable technical solutions.
Implement ServiceNow CSM features such as case management, knowledge management, service portals and dashboards.
Drive automation and self-service capabilities to enhance both customer and user experiences.
Oversee the ongoing maintenance and upgrades of the ServiceNow platform to ensure optimal performance and availability.
Provide training and support to end-users and internal teams on ServiceNow CSM functionalities.

Skillset

Bachelor’s degree in Computer Science, Information Technology or related.
Minimum of five years of hands-on experience with ServiceNow development, especially within CSM.
ServiceNow Certified System Administrator (CSA) is required. ServiceNow Certified Implementation Specialist (CSM) is a bonus.
Demonstrated leadership experience in managing development teams or projects.
Expertise in ServiceNow platform capabilities, including ITSM, ITOM and CSM modules.
Strong proficiency in ServiceNow scripting (JavaScript), Flow Designer and Workflow Editor.
Familiarity with web technologies like HTML, CSS, AngularJS or similar frameworks.
Experience integrating ServiceNow with REST/SOAP APIs.
Solid understanding of database design and SQL.
Excellent leadership, communication and interpersonal skills.