Cloud Computing Specialist (ServiceNow – Customer Service Management)
LOCATION: New York, NY
Duration: 6 months
Hybrid:
3 days on site, 2 days remote. – 2, Broadway, NY, NYEXPERIENCE LEVEL: 8 yearsC2C Rate: $58 -60/hr. C2CRequired 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, 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.
