Preferred location is Houston and 100% On-Site
Secondary location is Bartlesville, OK
1+ Year Contract
We are looking for a Senior ServiceNow Customer Service Management (CSM) Professional with strong hands-on experience as a ServiceNow Developer and a solid background in Business Development Analysis / Business Analysis.
The ideal candidate will be responsible for designing, developing, and delivering scalable ServiceNow CSM solutions while aligning technical implementations with business and customer experience goals. Roles and Responsibilities Lead end-to-end ServiceNow CSM implementations, enhancements, and support. Design and develop case management, customer portals, workflows, SLAs, entitlements, and knowledge management solutions. Configure and customize ServiceNow using business rules, client scripts, UI policies, script includes, and Flow Designer. Develop and manage integrations with third-party systems using REST/SOAP APIs. Gather, analyze, and document business requirements and translate them into functional and technical solutions. Support business development and pre-sales activities, including solution design, estimations, and demos. Collaborate with stakeholders to identify process improvements and optimize customer service operations. Ensure adherence to ServiceNow best practices, performance optimization, and security standards. Provide technical guidance, code reviews, and mentoring to junior team members. Participate in UAT, deployment, and post-go-live support activities. Required Qualifications Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. 8+ years of overall IT experience with 5+ years of ServiceNow experience. Strong hands-on experience with ServiceNow CSM as a Developer or Consultant. Proficiency in JavaScript and ServiceNow Glide APIs. Experience in business analysis, requirement gathering, and stakeholder management. Strong understanding of ITSM processes and their integration with CSM. Excellent communication, analytical, and problem-solving skills. Preferred Qualifications Experience supporting business development, pre-sales, or solutioning activities. Exposure to ServiceNow portals, UI Builder, or Service Portal. Experience with Flow Designer, Automation Engine, and advanced workflows. Knowledge of Customer Experience (CX) platforms and digital transformation initiatives. Experience working in Agile/Scrum environments. Prior experience mentoring or leading technical teams. Required Certifications ServiceNow Certified System Administrator (CSA) – Required ServiceNow CSM Implementation Specialist – Required ServiceNow Certified Application Developer – Preferred