Architect, configure, and optimize ServiceNow Customer Service Management (CSM) capabilities to support a unified, modern customer engagement ecosystem.
Lead solution design, Tier 3 support, and platform ownership with an agile, accountable, and customer‑centric approach.
Drive integrations with core enterprise systems including Salesforce CRM, Oracle ERP, Azure DevOps, Remedy ITSM/CMDB, Amazon Connect, and additional tools.
Partner collaboratively across internal teams—system integrators, DevOps, Integration, Business Intelligence, Security/Compliance, and Customer Success—to deliver innovative and scalable solutions.
Design and implement automated workflows, business process improvements, and data-driven solutions aligned with Itron’s CSM target architecture.
Ensure compliance with ServiceNow best practices, architectural standards, and governance.
Deliver enhancements, new features, change requests, and customer-impacting improvements across the ServiceNow platform.
Support data cleansing, enrichment, conversion, and migration activities during transformation from legacy systems.
Prepare and maintain system configuration documentation; work closely with IT support, development, and integration teams.
Contribute to additional ServiceNow initiatives beyond CSM as needed.
Stay current on emerging ServiceNow CSM capabilities, industry innovations, and utilities/energy sector trends.

Requirements

Bachelor’s degree (or equivalent experience) in Computer Science, Management Information Systems, or a related field.
5-10 years of ServiceNow experience, including 3–5+ years dedicated to CSM Pro/Pro+ (Entitlements/SLA, Case/Tasking, Playbooks/Flow Designer, Portal/Service Catalog, KCS Knowledge, Outage, Virtual Agent/Now Assist, Performance Analytics).
Proven leadership, ownership mindset, and strong stakeholder management skills.
Demonstrated experience delivering multiple successful system implementations or conversions in fast-moving and collaborative environments.
Deep understanding of customer support, case management, knowledge management, and enterprise workflow best practices.
Strong analytical capabilities and commitment to reliable, accountable solution delivery.
Proficiency with Microsoft 365 tools.

Benefits

financial programs
social programs
health and wellbeing programs
paid vacation
401k matching
employee stock purchase program
hybrid work schedule

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowCustomer Service Management (CSM)Salesforce CRMOracle ERPAzure DevOpsRemedy ITSMdata-driven solutionsautomated workflowssystem implementationsperformance analytics

Soft Skills

leadershipstakeholder managementownership mindsetanalytical capabilitiescollaborativecustomer-centric approachaccountable solution deliverycommunicationproblem-solvingadaptability