ServiceNow Engineer(CSM)

Software Engineer, ServiceNow CSM

Invoice Processing | Coupa, Rossum & ServiceNow

Role Type Full-time
Location Offshore / Hybrid

Experience 5+ years ServiceNow
Priority High Priority

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.

DIGITAL & TECHNOLOGY | JOB DESCRIPTION

Proprietary & Confidential • Invoice Processing

• 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.

Success Measures

Invoice Workflow

Accurate routing and exception handling

Reduced manual handoffs

Integration Reliability

Traceable and recoverable data exchange

Timely reconciliation

Service Operations

Improved SLA and resolution outcomes

Clear operational insight

Interview Focus Areas

• Design a CSM invoice-exception flow with routing, SLA, communication, escalation, and closure.

• Synchronize status among Rossum, Coupa, and ServiceNow with correlation, retries, reconciliation, and monitoring.

• Demonstrate JavaScript, Glide APIs, Flow Designer, ACLs, scripted APIs, import sets, transform maps, and debugging.

• Explain invoice capture, validation, matching, approvals, exceptions, query management, and operational controls.

• Demonstrate secure design, idempotency, error recovery, testing, deployment, and production support.