Software Guidance & Assistance, Inc. (SGA, Inc.) · 1 month ago
ServiceNow Software Engineer III
Software Guidance & Assistance, Inc. (SGA) is a technology and resource solutions provider. The company is seeking a Senior ServiceNow Customer Service Management (CSM) Engineer to design, develop, enhance, and support enterprise customer servicing solutions on the ServiceNow platform. The role focuses on customer portals, email-to-case capabilities, CRM integrations, case management workflows, automation, reporting, and technical leadership.
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H1B Sponsor Likely
Responsibilities
Design, develop, configure, and support enterprise Customer Service Management (CSM) solutions on the ServiceNow platform
Build, enhance, and maintain Customer Service Portals, Service Portals, Employee Center, Agent Workspace, and Customer Service Workspace experiences
Configure and manage CSM capabilities including: Case Management; Accounts and Contacts; Consumer Records; Case Assignment and Routing; SLA Management and Escalations; Knowledge Management
Design and support email-to-case solutions, including inbound email processing, email parsing, automated case creation, routing, notifications, and escalations
Develop and maintain workflow automation using Flow Designer, IntegrationHub, Business Rules, Script Includes, UI Actions, and Client Scripts
Automate customer service processes including case intake, assignment, escalation, approvals, and communications
Design, develop, and support integrations between ServiceNow and external systems using REST APIs, SOAP APIs, IntegrationHub, and MID Servers
Integrate and synchronize customer, account, contact, relationship, opportunity, and case data across multiple platforms
Troubleshoot and resolve application, integration, email processing, and data quality issues
Develop dashboards, reports, and KPIs to measure case volumes, SLA compliance, resolution times, queue performance, and customer experience metrics
Collaborate with business stakeholders, product owners, and technical teams to gather requirements and deliver scalable solutions
Lead technical design sessions and provide recommendations aligned with ServiceNow best practices
Mentor junior developers and administrators and provide technical leadership within the team
Participate in Agile ceremonies, testing activities, deployments, and release management processes
Qualification
Required
5+ years of ServiceNow platform development and administration experience
3+ years of hands-on experience implementing and supporting ServiceNow Customer Service Management (CSM) solutions
Experience designing and supporting customer service portals and self-service experiences
Experience configuring and optimizing email-to-case processes and automated case management workflows
Experience integrating CRM systems and customer data sources with ServiceNow
Experience supporting enterprise-scale customer service, contact center, or operational support environments
Strong understanding of customer service operations, case lifecycle management, SLA management, and service delivery best practices
ServiceNow Certified Implementation Specialist (CIS) – ITSM
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist (CIS) – Customer Service Management (CSM)
Strong hands-on experience with:
ServiceNow Customer Service Management (CSM)
Service Portal
Customer Service Workspace
Flow Designer
IntegrationHub
REST APIs
Business Rules
Script Includes
Client Scripts
UI Policies
SLA Management
Knowledge Management
Case Management
Email Inbound Actions
Notification Framework
Experience integrating ServiceNow with:
Fiserv platforms
SAP applications
Custom CRM platforms
Data warehouse solutions (Snowflake preferred)
Preferred
ITIL v4 Foundation certification or higher
Experience with enterprise-scale customer service transformation initiatives
Experience designing customer journey and self-service experiences
Knowledge of Customer Relationship Management (CRM) best practices
Experience supporting financial services, banking, or highly regulated environments
Strong analytical and problem-solving skills with a focus on operational efficiency and customer experience improvements
Ability to translate business requirements into scalable technical solutions
Experience creating executive-level dashboards and reporting solutions
Strong communication, stakeholder management, and presentation skills
Prior experience mentoring developers and leading technical solution delivery teams
Familiarity with Snowflake-based reporting and analytics environments
Experience working within Agile/Scrum delivery frameworks
Benefits
Hybrid schedule
Company
Software Guidance & Assistance, Inc. (SGA, Inc.)
Technology staffing and professional services for IT and business roles.
H1B Sponsorship
Software Guidance & Assistance, Inc. (SGA, Inc.) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
84%
Represents job field similar to this job
Engineering and Development
Management and Executive
Customer Service and Support
Creatives and Design
Trends of Total Sponsorships
*2026 (4)
2025 (13)
2024 (12)
2023 (19)
2022 (25)
2021 (41)
2020 (44)
Funding
Current Stage
Growth StageLeadership Team
Peter Taylor
CEO
Andrew Gallagher - CCWP
Senior Vice President - Strategic Partnerships
Company data provided by crunchbase