ServiceNow Administrator – CSM and ITSM Implementation, Domain Separation

This is a fully remote position, open to applicants in India.

📋 Description

• Implement and provide support for Customer Service Management (CSM).

• Oversee multi-tenant environments, manage domain-specific configurations, visibility rules, update set handling, and troubleshoot domain conflicts.

• Conduct daily administration, which includes managing the technical configuration of the platform, building forms, and creating reports and dashboards.

• Manage user accounts, roles, and access control lists (ACLs) to ensure the appropriate access levels and maintain platform security.

• Monitor system performance, perform routine maintenance, identify and rectify errors, and plan and execute platform upgrades and patches.

• Act as the primary support resource for end-users and support teams, investigating, diagnosing, and resolving technical issues (incidents) related to the platform.

• Gather requirements from stakeholders and implement minor enhancements, such as creating or modifying service catalog items and automated process flows/workflows (often utilizing Flow Designer or JavaScript).

• Create and maintain technical and user documentation for configurations, processes, and procedures, while assisting in training end-users and other staff.

• Collaborate with cross-functional teams (e.g., developers, project managers, business users) to align the platform with organizational objectives and contribute to ongoing service improvement initiatives within ITIL processes (Incident, Problem, Change Management, etc.).

⛳️ Requirements

• Over 5 years of experience in platform administration, configuration, and ITSM operations.

• Strong technical foundation in automation, workflow design, and enterprise system support.

• Hands-on experience with CSM and ITSM implementation, including Domain Separation and Flow Designer.

• Proficient in configuring ServiceNow modules (ITSM required; ITOM, HRSD, SecOps is a plus).

• Must possess experience in CSM and ITSM implementation, including Domain Separation and Flow Designer.

• Familiarity with HTML, CSS, and JavaScript for developing scripts, business rules, UI policies, and client scripts.

• Solid understanding of IT operations concepts, relational databases, and integrations using REST/SOAP APIs.

• Strong problem-solving, analytical, organizational, and communication skills are essential for effective interaction with technical teams and non-technical users alike.

• Certifications: CIS-ITSM (Certified Implementation Specialist – IT Service Management) and CIS-CSM (Certified Implementation Specialist – Customer Service Management).

🏝️ Benefits

• Dedicated Learning & Development Budget – Fuel your growth with resources dedicated to skill enhancement.

• Cutting-Edge Projects – Work on exciting projects using the latest technologies.

• Employee-Friendly Leave Policy – Enjoy ample leave options to maintain a healthy work-life balance.

• Remote-First Culture: At think bridge, we all work from wherever we choose but come together during set hours to collaborate.

• Reimbursement for approved certifications and short courses that support your role.

• Embrace diversity and ensure equal opportunity for everyone, fostering an inclusive workplace where all voices are valued.