ServiceNow CSM Consultant

3 weeks ago

Hyderabad, India BlueByte Technologies Full time

Job Description :


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.

Good to have :

- 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.

Roles & 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.

Key Responsibilities :

- Collaborate with clients to gather requirements and understand business processes related to customer service management.

- Design, configure, and implement ServiceNow CSM solutions to meet client specifications.

- Customize ServiceNow modules and workflows to enhance user experience and streamline operations.

- Provide training and support to end-users, ensuring effective adoption of the ServiceNow platform.

- Conduct system testing, troubleshooting, and performance tuning to ensure optimal functionality.

- Develop and maintain documentation related to system configurations, processes, and user guides.

- Stay updated on ServiceNow releases and best practices, applying new features and enhancements to improve service delivery.

- Work with cross-functional teams to integrate CSM with other ServiceNow modules and third-party applications.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or related field.

- Proven experience as a ServiceNow Consultant, specifically with CSM implementations.

- Strong understanding of customer service processes and best practices.

- Familiarity with ServiceNow scripting and development (JavaScript, HTML, CSS).

- Excellent problem-solving skills and the ability to work independently or as part of a team.

- Strong communication skills, both verbal and written.

- ServiceNow certifications (e.g., Certified Implementation Specialist - CSM) are a plus.

(ref:hirist.tech)

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