Senior ServiceNow Customer Service Management Engineer

Description:
On-site in Cincinnati, OH

Our client seeks a Senior ServiceNow Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions. The role will lead implementations across customer portals, email-to-case, CRM integrations, case workflows, SLAs, and customer service operations. The ideal candidate brings strong ServiceNow platform expertise with proven CSM delivery that improves customer experience, automates intake and routing, and integrates customer data across systems.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $55.00 to $65.00/hr. w2

Responsibilities:

• Design and configure ServiceNow Customer Service Management solutions.
• Build and maintain Customer Service Portal and CSM Workspace experiences.
• Configure cases, accounts, contacts, consumer records, case assignment and routing, SLAs and escalations, and knowledge management.
• Implement and maintain Agent Workspace and Customer Service Workspace.
• Design and maintain inbound email processing solutions.
• Configure email parsing, routing, and automated case creation.
• Build business rules and flows for shared mailbox processing, case categorization, auto-assignment, notifications, and escalations.
• Troubleshoot inbound and outbound email issues and improve automation.
• Design and support integrations between CRM platforms and ServiceNow.
• Integrate customer, company, relationship, account, and contact information.
• Develop integrations using REST, SOAP, Integration Hub, and MID Server.
• Support near real-time synchronization for accounts, contacts, relationships, opportunities, and case updates.
• Troubleshoot integration failures and data quality issues.
• Develop and enhance customer portals, Service Portal, Employee Center, and Agent Workspace.
• Improve user experience and self-service capabilities.
• Configure catalog items, widgets, forms, and workflows.
• Collaborate with stakeholders to simplify customer interactions.
• Develop solutions using Flow Designer, IntegrationHub, Business Rules, Script Includes, UI Actions, and Client Scripts.
• Automate case intake, assignment, escalation, notifications, and approvals.
• Create dashboards and KPIs for case volumes, SLA compliance, resolution times, queue management, and customer experience metrics.
• Provide operational insights and performance reporting.
• Partner with business and product teams to gather requirements.
• Lead solution design sessions and mentor junior team members.
• Participate in Agile planning, testing, deployment, and release activities.

Experience Requirements:

• 5+ years of ServiceNow platform experience.
• 3+ years of hands-on ServiceNow CSM implementation experience.
• Experience implementing customer service portals and configuring email-to-case.
• Experience integrating CRM and customer data sources with ServiceNow.
• Experience supporting large customer service or operations teams.
• Certifications required: ServiceNow CIS - ITSM, ServiceNow CAD, ServiceNow CIS - CSM. The manager requested that the ServiceNow certification be attached separately. CVs without the certification will not be considered.
• Nice to have: ITIL v4 Foundation or higher.
• Technical skills: ServiceNow CSM, Service Portal, Customer Service Workspace, Flow Designer, Integration Hub, REST APIs, Business Rules, Script Includes, Client Scripts, UI Policies, SLA Management, Knowledge Management, Case Management, Email Inbound Actions, Notification Framework.
• Integration experience with Fiserv, SAP, custom CRM platforms, and data warehouses such as Snowflake.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

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About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

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