ServiceNow CSM Implementer – Administrator

🕒 March 6

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Nile Bits, LLC.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

Software Development • Outsourcing • Technology Consulting

Nile Bits is a software development outsourcing company that offers a wide range of digital solutions, including custom software development, e-commerce solutions, and web application development. Based in Egypt, the company accelerates business digital transformation by providing scalable, robust, and cost-effective services with a team of expert software engineers. Nile Bits aims to help businesses grow by delivering high-quality software solutions that meet client needs and exceed expectations.

📋 Description

• Configure and implement ServiceNow CSM modules including Case Management, Customer Service Portal, Knowledge Management, and Service Catalog integration. • Design and optimize case lifecycle workflows, SLAs, assignment rules, escalation models, and entitlement configurations. • Configure Agent Workspace for CSM to improve agent productivity and user experience. • Implement and maintain domain separation (if applicable) across business units or entities. • Perform platform administration tasks including user management, role-based access control (RBAC), groups, and security policies. • Manage incident, problem, and change processes related to CSM operations. • Maintain data integrity across CSM tables, customer accounts, contacts, and service offerings. • Support release management activities including testing, deployment validation, and post-release stabilization. • Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required. • Configure inbound/outbound email actions, REST/SOAP integrations, and third-party connectors. • Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution. • Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance. • Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction. • Identify optimization opportunities across customer journeys and service delivery models. • Support enhancements, upgrades, and new feature rollouts within the CSM module. • Act as a functional SME for CSM processes and provide guidance to stakeholders.

🎯 Requirements

• 4–8 years of experience in ServiceNow implementation and administration, with strong exposure to Customer Service Management (CSM). • Hands-on experience with: • ServiceNow CSM • Case Management • Customer Service Portal configuration • SLA Management & Entitlements • Flow Designer & Workflow Automation • Domain Separation (preferred) • Strong understanding of customer service operations, ticket lifecycle management, and service delivery frameworks. • Experience in integrating CSM with ITSM and other enterprise systems. • ServiceNow Certified System Administrator (CSA) required. • Certified Implementation Specialist – CSM preferred.

🏖️ Benefits

• All employees benefits for free (our famous games room, daily breakfast, fruits, coffee and other hot drinks, soft drinks and juices, company days out and parties…) • Social insurance • Open-door management policy • Full Medical insurance • Accommodation and Transportation Allowance • Friendly environment that values innovation and efficiency • Exciting opportunities for career growth and talent development • Feedback encouragement • Recognition and reward programs • Competitive salaries and incentives • Friendly environment • Flexible and Comfortable schedule • Fun committees • Monetary rewards • Fun, smart and creative people • Career possibilities with growing team • Paid vacations • Social benefits