Website V Group Inc.
Direct Client: Metropolitan Transportation Authority
Job Title: ServiceNow CSM Specialist
Duration: 06 Months
Location: 2 Broadway, NY 10004 (Hybrid)
Position Type: Contract
Work hours: 37.50 hours per week
Interview Type: Webcam or In-Person
Ceipal ID: MTA_SNOW529_AK
Requirement ID: 5529-1
Note: 3 days on site, 2 days remote.
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 Skills:
• 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, Integration Hub, 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.
Certifications:
• ServiceNow Certified Implementation Specialist
• Customer Service Management (CIS‑CSM)
V Group Inc. is a NJ-based IT Services and Products Company with its business strategically categorized in various Business Units including Public Sector, Enterprise Solutions, Professional Services, Ecommerce, Projects, and Products. Within Public Sector business unit, we cater IT Professional Services to Federal, State and Local. We have multiple awards/ contracts with 30+ states, including but not limited to NY, CA, FL, GA, MD, MI, NC, OH, OR, CO, CT, TN, PA, TX, VA, NM, VT, and WA.
If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
Please share my contact information with others working in Information Technology.
Website: https://www.vgroupinc.com/publicsector
LinkedIn: https://www.linkedin.com/company/v-group/
Facebook: https://www.facebook.com/VGroupIT
Twitter: https://www.twitter.com/vgroupinc
To apply for this job please visit www.linkedin.com.