Senior ServiceNow Customer Service Management Engineer
Cincinnati, OH
Category: Engineer
Industry: Financial Services
Reference ID: JN -092026-108498
Date Posted: 09/03/2026
Shortcut: http://careers.eliassen.com/tmOnwl
Description:
On-site in Cincinnati, OH
Our client seeks a Senior ServiceNow Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions. The role will lead implementations across customer portals, email-to-case, CRM integrations, case workflows, SLAs, and customer service operations. The ideal candidate brings strong ServiceNow platform expertise with proven CSM delivery that improves customer experience, automates intake and routing, and integrates customer data across systems.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $55.00 to $65.00/hr. w2
Responsibilities:
- Design and configure ServiceNow Customer Service Management solutions.
- Build and maintain Customer Service Portal and CSM Workspace experiences.
- Configure cases, accounts, contacts, consumer records, case assignment and routing, SLAs and escalations, and knowledge management.
- Implement and maintain Agent Workspace and Customer Service Workspace.
- Design and maintain inbound email processing solutions.
- Configure email parsing, routing, and automated case creation.
- Build business rules and flows for shared mailbox processing, case categorization, auto-assignment, notifications, and escalations.
- Troubleshoot inbound and outbound email issues and improve automation.
- Design and support integrations between CRM platforms and ServiceNow.
- Integrate customer, company, relationship, account, and contact information.
- Develop integrations using REST, SOAP, Integration Hub, and MID Server.
- Support near real-time synchronization for accounts, contacts, relationships, opportunities, and case updates.
- Troubleshoot integration failures and data quality issues.
- Develop and enhance customer portals, Service Portal, Employee Center, and Agent Workspace.
- Improve user experience and self-service capabilities.
- Configure catalog items, widgets, forms, and workflows.
- Collaborate with stakeholders to simplify customer interactions.
- Develop solutions using Flow Designer, IntegrationHub, Business Rules, Script Includes, UI Actions, and Client Scripts.
- Automate case intake, assignment, escalation, notifications, and approvals.
- Create dashboards and KPIs for case volumes, SLA compliance, resolution times, queue management, and customer experience metrics.
- Provide operational insights and performance reporting.
- Partner with business and product teams to gather requirements.
- Lead solution design sessions and mentor junior team members.
- Participate in Agile planning, testing, deployment, and release activities.
Experience Requirements:
- 5+ years of ServiceNow platform experience.
- 3+ years of hands-on ServiceNow CSM implementation experience.
- Experience implementing customer service portals and configuring email-to-case.
- Experience integrating CRM and customer data sources with ServiceNow.
- Experience supporting large customer service or operations teams.
- Certifications required: ServiceNow CIS – ITSM, ServiceNow CAD, ServiceNow CIS – CSM. The manager requested that the ServiceNow certification be attached separately. CVs without the certification will not be considered.
- Nice to have: ITIL v4 Foundation or higher.
- Technical skills: ServiceNow CSM, Service Portal, Customer Service Workspace, Flow Designer, Integration Hub, REST APIs, Business Rules, Script Includes, Client Scripts, UI Policies, SLA Management, Knowledge Management, Case Management, Email Inbound Actions, Notification Framework.
- Integration experience with Fiserv, SAP, custom CRM platforms, and data warehouses such as Snowflake.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above