About the Company

About NowVia We are a team of passionate ServiceNow experts dedicated to helping businesses achieve operational excellence through innovative IT solutions and transformative digital strategies. (NowVia - ServiceNow Partner)

About the Role

Role Location Experience: ServiceNow CSM Specialist 4 to 6 Years.

Job Summary: We are looking for a proactive and detail-oriented ServiceNow CSM Specialist with overall ServiceNow experience, including at least 4 year of hands-on experience in Customer Service Management (CSM). The ideal candidate must hold the CIS-CSM certification and will play a key role in designing, implementing, and optimizing ServiceNow CSM solutions to enhance customer engagement and support operations.

Responsibilities

- Implement and configure the ServiceNow Customer Service Management (CSM) module to support business needs.
- Analyze and understand customer service workflows and translate them into effective ServiceNow configurations.
- Collaborate with business stakeholders to gather requirements and deliver CSM solutions aligned with strategic goals.
- Design and implement case management, service portals, knowledge bases, and customer communication tools in ServiceNow.
- Integrate CSM with other ServiceNow modules (ITSM, ITOM, etc.) and third-party tools as needed.
- Ensure data quality, process automation, and system integrity for all customer service-related functions.




- Develop reports and dashboards to monitor key CSM metrics and customer satisfaction.
- Provide support, training, and documentation for end users and internal teams.
- Stay current with ServiceNow CSM product updates and best practices.

Qualifications

- 4–5 years of ServiceNow platform experience, with strong implementation and configuration skills.
- Minimum 3 year of focused experience in ServiceNow Customer Service Management (CSM).
- CIS-CSM (Certified Implementation Specialist – CSM) certification is mandatory.

Required Skills

- Solid understanding of customer service processes and workflows.
- Experience in building and maintaining service portals, case management, and virtual agent configurations.
- Strong communication and stakeholder management skills.
- Ability to work independently and as part of a cross-functional team.

Preferred Skills

- ITIL v4 Foundation certification.
- Experience with ServiceNow scripting (JavaScript, Glide).
- Knowledge of customer journey mapping and customer experience metrics.
- Familiarity with other ServiceNow modules such as ITSM, FSM, or Integration Hub.

Why Join Us?

- Opportunity to work on global digital transformation projects.
- Collaborative, inclusive culture that values innovation.
- Continuous learning environment with ServiceNow training support.
- Growth opportunities opportunities into Solution Architect and Leadership roles.

📌 ServiceNow Developer (India)
🏢 NowVia
📍 India