Role: ServiceNow CSM Support Specialist
Location: London (Hybrid)
Job Summary
We are looking for a ServiceNow CSM professional to provide BAU/production support for the Customer Service Management platform. The candidate will be responsible for troubleshooting CSM issues, supporting customer-service processes, maintaining configurations, and ensuring platform stability and service quality.
Key Responsibilities
Provide L2/L3 BAU support for ServiceNow CSM
Support Customer Service Case Management processes.
Troubleshoot case assignment, routing, SLA, notification, and workflow issues.
Configure and maintain CSM applications and functionality.
Support customer portals and agent-facing applications.
Manage users, groups, roles, and access controls.
Configure forms, fields, views, UI policies, business rules, and client scripts.
Support workflows and Flow Designer automation.
Monitor and resolve production issues within agreed SLAs.
Perform root-cause analysis for recurring issues.
Support integrations between CSM and external systems.
Prepare test scenarios and perform functional/regression testing.
Maintain CSM documentation and knowledge articles.
Work with business stakeholders to identify process improvements.
Required Skills
Strong ServiceNow CSM experience
Hands-on experience with CSM Case Management
Knowledge of Customer Service Management workflows and processes.
Experience with ServiceNow administration and configuration.
Knowledge of Business Rules, Client Scripts, UI Policies, ACLs, Flow Designer, and Notifications.
Experience with integrations and REST APIs.
Strong production-support and troubleshooting experience.
Good understanding of ITIL/service-management concepts.
Experience
3–6+ years of ServiceNow experience with relevant CSM implementation or BAU support experience.
Preferred Certifications
ServiceNow Certified System Administrator.
ServiceNow CIS – Customer Service Management.
ITIL 4 Foundation.
