ServiceNow Customer Service Manager

1 week ago

New Delhi, India AvanteNow Full time

Job Title - ServiceNow Customer Service Manager (CSM) & Financial Services Operations (FSO) SpecialistJob Type - Onsite, Saudi Arabia (Long-term project)Experience - 7+ years of ServiceNow technical experienceJob Description :We are seeking a skilled and motivated ServiceNow Customer Service Manager (CSM) and Financial Services Operations (FSO) Specialist to join our team. This role will focus on designing, developing, and supporting ServiceNow’s CSM & FSO suite to streamline operations, improve service delivery, and enhance customer experiences across our financial services functions.You will work closely with business stakeholders, ServiceNow developers, and operations teams to implement FSO modules, configure workflows, and optimize the platform’s usage within a financial services context.Key Responsibilities:- Configure and implement ServiceNow FSO applications such as Case Management, Customer Service Management (CSM), Complaints Management, KYC, and Financial Product Management. - Collaborate with business and technical teams to gather requirements, define use cases, and translate them into ServiceNow solutions. - Customize forms, workflows, business rules, and integrations using ServiceNow’s FSO capabilities. - Support integrations with core financial systems (CRM, banking platforms, loan servicing systems, etc.). - Analyze and improve existing ServiceNow FSO implementations and suggest optimizations. - Maintain documentation for configurations, processes, and user guides. - Provide end-user training and ongoing support for ServiceNow FSO modules. - Ensure compliance with data privacy, audit, and regulatory requirements specific to financial services.Required Qualifications:- Bachelor’s degree in Computer Science, Information Systems, Finance, or related field. - 7+ years of experience with ServiceNow platform, including at least 5 years in Financial Services Operations (FSO) or Customer Service Management (CSM). - Strong understanding of financial services workflows such as customer onboarding, case handling, regulatory compliance, fraud investigation, or account servicing. - Experience in designing workflows, scripting (JavaScript, Glide), and configuring ServiceNow tables and modules. - Knowledge of ServiceNow FSO data models and best practices.Certifications:- ServiceNow Certified System Administrator (CSA)- ServiceNow Certified Application Developer (CAD)- ServiceNow Certified Implementation Specialist (CIS)- ServiceNow Customer Service Management (CSM) Certified- ServiceNow Financial Service Operations (FSO) Certified

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