Job Title : ServiceNow CSM Consultant.

Location : Hyderabad.

Experience : 3+ years.

Employment Type : Full-Time.

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.