ServiceNow CSM Implementer / Administrator

nilebitsCairo

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

4–8 years of hands-on experience in ServiceNow implementation and administration, with a strong focus on Customer Service Management (CSM). Proficient in:ServiceNow CSM Case ManagementCustomer Service Portal configurationSLA Management & EntitlementsFlow Designer & Workflow AutomationDomain Separation (preferred)Solid understanding of customer service operations, ticket lifecycle management, and service delivery frameworks. Experience integrating CSM with ITSM and other enterprise systems. ServiceNow Certified System Administrator (CSA) is mandatory. Certified Implementation Specialist – CSM is preferred.

About the job

CSM Implementation & Configuration

Oversee the configuration and implementation of ServiceNow CSM modules, encompassing 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 to ensure seamless service delivery.
Enhance Agent Workspace for CSM to boost agent productivity and improve user experience.
Implement and uphold domain separation across various business units or entities as required.

Platform Administration & Operations

Execute platform administration duties, including user management, role-based access control (RBAC), groups, and security policies.
Manage incident, problem, and change processes related to CSM operations.
Ensure data integrity across CSM tables, customer accounts, contacts, and service offerings.
Assist with release management activities, including testing, deployment validation, and post-release stabilization.

Integrations & Automation

Facilitate integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) as necessary.
Set up inbound/outbound email actions, REST/SOAP integrations, and third-party connectors.
Implement workflow automation through Flow Designer and Business Rules to streamline customer case resolution.

Reporting & Performance Management

Create dashboards and performance analytics reports focusing on case trends, SLA compliance, and agent performance metrics.
Monitor operational KPIs and propose enhancements to elevate service quality and customer satisfaction.

Continuous Improvement

Identify opportunities for optimization across customer journeys and service delivery models.
Support enhancements, upgrades, and new feature rollouts within the CSM module.
Serve as a functional Subject Matter Expert (SME) for CSM processes and provide guidance to stakeholders.

About nilebits

At nilebits, we are on a mission to enhance customer service management through innovative solutions. The ServiceNow CSM Implementer / Administrator plays a vital role in the successful implementation, configuration, and ongoing support of our ServiceNow Customer Service Management (CSM) platform. This position is crucial for ensuring that service processes, case management workflows, knowledge management, and service request fulfillment align effectively with our business objectives. Join us in delivering exceptional customer experiences and operational efficiency.

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