Software Engineer ServiceNow - CSM Integrations

Role Overview We are seeking a Software Engineer with hands-on ServiceNow Customer Service Management and enterprise integration experience to build and support an intelligent invoice-processing solution spanning Coupa, Rossum, and ServiceNow. The role will configure CSM case workflows, integrate invoice and exception data across platforms, automate routing and resolution, and provide reliable operational support for finance users and service teams.
Core mandate: Engineer secure and supportable invoice workflows across Coupa, Rossum, and ServiceNow CSM for invoice queries, exceptions, notifications, and resolution.
Key Responsibilities ServiceNow CSM Engineering
- Configure CSM case management, assignment, routing, SLAs, entitlements, notifications, knowledge, queues, portals, and agent workspaces.
- Build invoice-query and exception workflows for missing information, validation failures, duplicates, approval issues, status requests, 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 information.
Coupa, Rossum & ServiceNow Integrations
- Design, develop, test, and support integrations among ServiceNow, Coupa, Rossum, and related finance and document services.
- Implement interfaces using Integration Hub, REST or SOAP APIs, scripted APIs, webhooks, MID Server, import sets, transform maps, and approved file patterns.
- Define payloads, mappings, correlation identifiers, authentication, error handling, retries, reconciliation, monitoring, and alerting.
- Maintain traceability from invoice ingestion and extraction through validation, exception creation, resolution, status updates, and closure.
Invoice Process Automation
- Translate invoice-processing requirements into technical stories and reliable workflows.
- Automate exception categorization, assignment, notification, escalation, approvals, and closure while preserving required human review.
- Create controls for failed interfaces, incomplete payloads, stale cases, duplicates, unmatched records, and unresolved exceptions.
- Support reporting for invoice volumes, exception aging, SLA performance, integration failures, backlog, resolution time, and automation outcomes.
Software Engineering & Delivery
- Develop with 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, estimation, sprint delivery, UAT, deployment, hypercare, defect resolution, and production support.
- Prepare technical designs, interface specifications, mappings, sequence flows, test evidence, runbooks, and knowledge articles.
Required Experience & Skills
- 5+ years of ServiceNow development experience with practical CSM implementation or enhancement experience.
- Strong understanding of CSM case management, routing, SLAs, notifications, knowledge, workspaces, reporting, and security.
- Integration experience using 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, exceptions, and status tracking.
- 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 is 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, agentic workflows, Performance Analytics, Power BI, and DevSecOps.