Service now

1 day ago

Bengaluru, India AvanteNow Full time

Job Title : Service Now- Technical Consultant-CSM(Remote)Job Type - Remote Experience - 8+ Years Job Description - We are seeking an experienced and technically strong Service Now Technical Lead specializing in the Customer Service Management (CSM) module. This role will lead the design, architecture, development, and deployment of scalable CSM solutions on the Service Now platform. The ideal candidate combines strong technical development skills with leadership experience, client communication, and a track record of delivering complex Service Now implementations.Key Responsibilities:Technical Leadership:Lead end-to-end technical design and implementation of Service Now CSM solutions.Guide a team of Service Now developers and administrators through the SDLC.Review code, ensure adherence to best practices, and maintain platform integrity.Serve as the technical point of contact for clients and internal stakeholders.Architecture & Development:Architect robust and scalable Service Now CSM solutions using standard and custom components.Develop and customize key CSM features: Cases, Accounts, Contacts, Entitlements, SLAs, Knowledge, Communities, and Virtual Agent.Create custom applications and integrations using REST/SOAP APIs, Integration Hub, and MID Servers.Implement AWA (Advanced Work Assignment), Virtual Agent, and Predictive Intelligence where applicable.Stakeholder Management:Collaborate with business analysts and solution architects to translate business requirements into technical designs.Present solution architecture and roadmaps to business and IT leaders.Drive workshops, technical discussions, and sprint planning with cross-functional teams.Governance & Delivery:Ensure adherence to Service Now platform standards, security policies, and performance benchmarks.Manage technical risk, issue resolution, and post-implementation support.Conduct platform upgrades and migrations while minimizing impact to business.Required Skills & Qualifications:8+ years of experience on the Service Now platform, with 3+ years in CSM-specific implementations.Deep knowledge of Service Now architecture, including custom apps, scoped apps, ACLs, UI policies, and scripting (Java Script, Glide API).Proven experience with Service Now Studio, Flow Designer, Business Rules, Script Includes, and custom integrations.Proficient in implementing:Case Lifecycle ManagementSLAs and EntitlementsOmnichannel support (chat, email, portal)Knowledge Base and CommunitiesDashboards and Performance AnalyticsExperience integrating with CRM, ERP, and external ticketing systems via APIs.Strong background in Agile/Scrum methodologies and Dev Ops tools (JIRA, Git, etc.).Preferred Certifications:Service Now CSA – Certified System Administrator (Mandatory)Service Now CIS – Customer Service Management (Highly Preferred)Service Now Application Developer – (Preferred)ITIL v4 Foundation – (Preferred)Soft Skills:Excellent leadership, mentoring, and team collaboration skills.Strong communication and client-facing abilities.Ability to drive decisions and resolve conflicts in high-pressure environments.Ownership mindset and proactive approach to problem-solving.

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