Job Description:
We are seeking an experienced ServiceNow CSM Consultant with over 3 years of expertise in implementing and customizing ServiceNow CSM solutions. The ideal candidate will have a strong background in IT Service Management and a deep understanding of the ServiceNow platform, particularly in Customer Service Management.
Key Responsibilities:
- Implement ServiceNow CSM Solutions: Design, develop, and implement CSM modules, including case management, account and contact management, and customer portals.
- Customization and Configuration: Customize CSM applications to meet business needs, including configuring forms, workflows, business rules, and UI policies.
- Integration Expertise: Integrate ServiceNow CSM with other business systems using REST, SOAP, and other integration methods.
- CSM Portal Development: Build and customize CSM customer portals, ensuring a user-friendly and engaging experience for end-users.
- Data Management: Oversee data migration and management, ensuring data integrity and compliance with business requirements.
- Client Collaboration: Work closely with clients to understand their business needs, translate requirements into technical solutions, and provide expert advice on best practices.
- Process Optimization: Optimize CSM processes to enhance efficiency, improve customer satisfaction, and reduce case resolution times.
- Training and Support: Provide training and support to end-users and administrators, ensuring smooth adoption of new functionalities.
- Performance Monitoring: Monitor and troubleshoot issues, ensuring the stability and performance of ServiceNow CSM applications.
Required Skills and Qualifications:
- Experience: Minimum 3 years of experience with ServiceNow CSM implementation and customization.
- Technical Skills: Proficient in ServiceNow platform, including Service Portal, Flow Designer, and Scripted REST APIs.
- Integration Skills: Hands-on experience with integrating ServiceNow CSM with third-party systems.
- Scripting: Proficiency in JavaScript, Glide scripting, and other scripting languages used within ServiceNow.
- Communication: Strong verbal and written communication skills; ability to interact effectively with clients and stakeholders.
- Certifications: ServiceNow CSM certification is highly preferred.
Preferred Skills:
- Experience with other ServiceNow modules such as ITSM, ITBM, or ITOM.
- Familiarity with Agile/Scrum methodologies.
- Knowledge of customer service best practices and industry standards.
