EC

ecsme

ServiceNow CSM Administrator

Hyderabad · Staff/Principal

Older listing - lower visibility likelyVerified listingPosted 41d ago

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Skills required

11 listed

Stakeholder EngagementCase ManagementSearch OptimizationAdvanced Cardiovascular Life Support (ACLS)Simple Object Access Protocol (SOAP)Application Programming Interface (API)JavaScript (Programming Language)Git (Version Control System)+3 more

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Job description

1. Job Summary

We are seeking an experienced ServiceNow Platform Engineer with deep expertise in Customer Service Management (CSM) and exposure to Now Assist (AI) capabilities. The ideal candidate will manage, optimize, and automate ServiceNow instances across multiple client environments in a Managed Services (MSP) delivery model. The role involves end-to-end platform ownership, automation design, CSM configuration, integrations, and stakeholder engagement—ensuring stable operations, continuous improvement, and measurable client value.

2. Must-Have Skills (Mandatory)

* 6–8+ years of hands-on experience as a ServiceNow Administrator / Engineer, including 3+ years of production-level CSM experience.

* Strong proficiency in:

* ServiceNow Administration & Configuration (users, roles, ACLs, CMDB, tables, catalogs, SLAs, notifications).

* CSM Modules (case management, entitlements, playbooks, workspaces, knowledge base, dashboards, and portals).

* Automation tools — Flow Designer, IntegrationHub, ATF, and orchestration.

* Integrations — REST/SOAP APIs, MID Server, webhooks.

* JavaScript, Glide APIs, UI Policies/Actions, and Client/Server scripts.

* Proven experience managing instance upgrades, update sets, cloning, and platform lifecycle governance.

* Strong understanding of ITIL v4 processes, change/release management, and secure configuration practices.

* Excellent communication skills to engage with cross-functional teams and clients.

3. Good-to-Have Skills (Optional)

* Practical exposure to Now Assist (AI) use cases such as agent assist, summarization, and search optimization.

* Experience with Performance Analytics, KPI dashboards, and SLA/OLA tracking.

* Background in multi-environment or MSP delivery setups.

* Knowledge of prompt governance, data privacy, and content guardrails for AI-driven workflows.

* Familiarity with Git-based update set governance and Jira/Azure Boards for Agile delivery.

* Experience supporting after-hours upgrades or release deployments.

4. Qualifications & Experience

* Education: BE/B.Tech in Computer Science, IT, or related discipline.

* Experience: 6–8+ years overall; 3+ years in CSM module implementation and administration.

* Certifications:

* Required: ServiceNow CSA (Certified System Administrator)

* Preferred: CIS–CSM, CAD, or CIS–ITSM; ITIL® 4 Foundation; micro-certs in Flow Designer, IntegrationHub, ATF, or PA

* Work Model: Agile/Scrum environment; occasional after-hours support during upgrades or major releases.

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Applicants who checked fit first are 3.1× more likely to hear back

Your match scoreFree · sign in

Your score for this role already exists

ASAI compared this JD against 41 signals - skills, seniority, domain, stack overlap etc. Add a resume and it unlocks in about 30 seconds.

Always free · no credit card · 1 tap with Google

Free · no signup

Get tomorrow's jobs before you have to search

Daily job drops, skill trends and free resources - posted straight to the group. Leave any time.

Join WhatsApp Join Telegram

No spam. Just jobs and resources.

Why people use ASAI

Someone shared one job with you. ASAI keeps finding the rest.

Scored, not searched. Every role ranked against your actual profile.
Alerts as often as hourly. Reach new roles while the pile is still small.
Skill gaps, spelled out. See exactly which requirements you don't meet yet.
Verified jobs, only. Say no to ghost jobs. Your time deserves respect.