NOVALINK SOLUTIONS LLC

Cloud Computing Specialist (ServiceNow – CSM) - Hybrid new york, NY

NOVALINK SOLUTIONS LLC  •  New York (Remote)  •  21 days ago
Expired
Save Job
Mark Applied Mark Interviewed Mark Offered
Hide Job Report Job
AI can make mistakes so check important info. Chat history is never stored.

Job Description


ROLE SUMMARY:
- Design, configure, deploy, and support ServiceNow Customer Service Management (CSM) solutions.
- Translate business requirements into scalable applications with robust reporting and governance.
RESPONSIBILITIES:
- Lead end‑to‑end CSM implementations from discovery through deployment and hyper‑care.
- Configure core CSM: case management, SLAs/entitlements, knowledge, portals/communities, omnichannel intake.
- Build reports and Performance Analytics dashboards with KPIs, indicators, and scheduled reporting.
- Automate workflows using Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
- Integrate systems via REST/SOAP; implement secure auth (OAuth2, API keys) and SSO (SAML/OIDC).
- Manage data imports/transforms, data quality rules, and align models with legacy Siebel CRM System.
- Enforce platform security and governance: ACLs, roles, RBAC, update sets, source control, environment promotion.
- Optimize performance and reliability; troubleshoot incidents/problems and perform root‑cause analysis.
- Drive quality assurance (ATF, unit/UAT plans), release notes, upgrades, and regression testing.
- Produce documentation (design specs, runbooks) and deliver stakeholder training.


Requirements


REQUIRED QUALIFICATIONS:
- ServiceNow certification: CIS‑CSM (Customer Service Management).
- 4–6 years hands‑on ServiceNow admin/development; 2+ full CSM implementations.
- Platform expertise: configuration/customization across CSM/CRM; Flow Designer, IntegrationHub, Business Rules, Client Scripts, Script Includes, Glide APIs.
- Reporting & Performance Analytics: KPIs, indicators, widgets, dashboards, scheduled reports, scorecards.
- Security & governance: ACLs, roles, data policies, encryption, update sets, source control, CI/CD promotion practices.
- Architecture & data: SaaS/multi‑tenant concepts; data modeling; CMDB relationships; familiarity with CSDM.
- Integrations: REST/SOAP, webhooks; JSON/XML; auth via OAuth2 and SAML/OIDC.
- Delivery excellence: ATF, versioning, release/change management, documentation.
- Education: Bachelor’s in CS/IS/Engineering or equivalent experience.
- Professional skills: analytical problem‑solving, reliable follow‑through, deadline ownership, independent work, and cross‑team collaboration.
PREFERRED / NICE‑TO‑HAVE:
- Service Portal, Virtual Agent, Workforce Optimization, Communities for CSM.
- Integrations with ITSM, Field Service, CRM, or contact center platforms.
- CI/CD (Azure DevOps/Jenkins) and Git for update sets/source control.
- Security/compliance awareness (e.g., SOC2, ISO 27001).
- Jira/ADO for backlog management; Confluence for documentation.
SUCCESS INDICATORS (6–12 MONTHS):
- Production‑ready CSM implementation improving case resolution time and CSAT.
- Role‑based dashboards and PA KPIs live for operations and leadership.
- Established governance (coding standards, ACL model, CI/CD flow) with reduced platform incidents.
Must be ServiceNow Certified Implementation Specialist – Customer Service Management (CIS‑CSM)
​
NOVALINK SOLUTIONS LLC

About NOVALINK SOLUTIONS LLC

Novalink Solutions LLC (Novalink) is a global consulting and engineering services company. The company provides temporary and permanent staffing services in a variety of areas including Information Technology, Accounting/Finance, Engineering, Insurance, Healthcare, Marketing/Operations, Government Affairs, and Administration. Relying on core competencies of its people and agile processes, Novalink commits to deliver highest quality of service to clients and partners at the most optimal pricing.

Novalink has a global network of experienced and dedicated technical professionals. The Company’s executive team members have an average of twenty (20) years in the Telecommunications and Information Technology areas along with proven experience in executive leadership and strategy implementation. Novalink has its main office in Atlanta, GA.

Novalink has three core business units (1) Managed Engineering Services and (2) Staff Augmentation Services in the areas of expertise in IT/Software Engineering and Telecommunications/Wireless Network Engineering and (3) Non-Executive Staffing Services. Novalink’s targeted markets include Government, Telecommunications companies, Insurance, Energy, Healthcare, and Utilities. Its current client list includes thirty five (35) State governments and several Fortune 500 companies in various target markets. Novalink is Federal GSA Schedule 70 Contract Holder.

Based out of Atlanta, with offices in New York, Maryland, North Carolina and Texas, Novalink’s primary customers are government agencies, telecommunications companies, the healthcare industry, along with energy and utilities.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Suwanee, Georgia
Year Founded
2003
Website
novalink-solutions.com
Social Media