ServiceNow Engineer (CSM) at Turing

ServiceNow CSM Engineer | Full-Time | Offshore/Hybrid Remote

Turing is seeking an experienced ServiceNow Customer Service Management (CSM) Engineer to design, build, and support an intelligent invoice-processing solution integrating Coupa, Rossum, and ServiceNow. This is a high-priority role for a hands-on engineer who can configure complex CSM workflows, automate invoice exception handling, and deliver reliable enterprise integrations for finance and service teams.

Key Responsibilities

• Configure CSM case management, routing, SLAs, entitlements, notifications, knowledge bases, queues, portals, and agent workspaces.
• Build invoice-query and exception workflows covering missing data, validation failures, duplicates, approval issues, and supplier inquiries.
• Develop forms, record producers, flows, approvals, tasks, business rules, dashboards, and agent productivity features.
• Implement roles, ACLs, data segregation, auditability, and secure handling of supplier, invoice, and financial data.

• Design, develop, test, and support integrations across ServiceNow, Coupa, Rossum, and related finance/document services.
• Implement interfaces using Integration Hub, REST/SOAP APIs, scripted APIs, webhooks, MID Server, import sets, and transform maps.
• Define payloads, mappings, correlation identifiers, authentication, error handling, retries, reconciliation, monitoring, and alerting.
• Maintain full traceability from invoice ingestion through validation, exception creation, resolution, and closure.

• Translate invoice-processing requirements into technical stories and reliable automated workflows.
• Automate exception categorization, assignment, notification, escalation, approvals, and closure while preserving required human review steps.
• Build controls for failed interfaces, incomplete payloads, stale cases, duplicates, and unresolved exceptions.
• Support reporting on invoice volumes, exception aging, SLA performance, integration failures, and resolution outcomes.

• Develop using JavaScript, Glide APIs, Script Includes, Business Rules, Client Scripts, UI Policies, ACLs, Flow Designer, and Integration Hub.
• Apply coding standards, peer reviews, source control, automated testing, release controls, and CI/CD principles.
• Participate in discovery, refinement, sprint delivery, UAT, deployment, hypercare, and production support.
• Prepare technical designs, interface specs, mappings, sequence flows, test evidence, runbooks, and knowledge articles.

Required Experience & Skills

• 5+ years of ServiceNow development with practical CSM implementation or enhancement experience.
• Strong understanding of CSM case management, routing, SLAs, notifications, knowledge, workspaces, reporting, and security.
• Integration experience with REST, SOAP, Integration Hub, scripted APIs, webhooks, MID Server, import sets, and transform maps.
• Advanced JavaScript and Glide API skills covering Business Rules, Script Includes, Client Scripts, ACLs, Flow Designer, and debugging.
• Understanding of procure-to-pay and invoice-processing concepts including capture, validation, matching, approvals, and exceptions.
• Experience with correlation, idempotency, validation, retries, reconciliation, monitoring, secure API authentication, and audit logging.
• Strong documentation, problem-solving, collaboration, and Agile delivery skills.

Preferred Qualifications

• Direct experience integrating ServiceNow with Coupa and/or Rossum; experience across all three platforms is highly desirable.
• ServiceNow CSA and CAD certifications; CIS-CSM preferred.
• Integration Hub, Flow Designer, or Automated Test Framework credentials.
• Experience with accounts payable, procurement, intelligent document processing, OCR, or AI-supported document extraction.
• Exposure to Now Assist, Virtual Agent, AI Search, Performance Analytics, Power BI, and DevSecOps.