ServiceNow CSM Support

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.