ServiceNow CSM Lead

2 months ago

bangalore, India TalentPulse Consultant Full time

Overview :

The ServiceNow CSM Lead plays a crucial role in overseeing the implementation and optimization of ServiceNow Customer Service Management (CSM) solutions.

This position is integral in driving customer satisfaction, ensuring efficient service delivery, and facilitating continuous improvement of the ServiceNow CSM platform within the organization.

Key Responsibilities :

- Lead the planning, design, and implementation of ServiceNow CSM solutions, ensuring alignment with business objectives.

- Manage a team of ServiceNow CSM professionals, providing guidance, support, and expertise in solution development and deployment.

- Collaborate with stakeholders to gather requirements and define solution strategies to meet customer service needs.

- Configure and customize ServiceNow CSM applications, workflows, and integrations to optimize performance and functionality.

- Monitor and analyze ServiceNow CSM performance metrics, identifying areas for improvement and implementing enhancements.

- Provide technical leadership in troubleshooting and resolving complex ServiceNow CSM issues and challenges.

- Develop and maintain documentation, guidelines, and best practices for ServiceNow CSM implementation and usage.

- Conduct regular training sessions and workshops to educate users on ServiceNow CSM features and capabilities.

- Stay updated on industry trends and emerging technologies related to ServiceNow CSM to drive innovation and transformation.

- Collaborate with cross-functional teams to integrate ServiceNow CSM with other enterprise systems and processes.

Required Qualifications :

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

- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) - Customer Service Management.

- Minimum of 5 years of experience in ServiceNow CSM implementation, administration, and customization.

- Demonstrated leadership experience in overseeing ServiceNow CSM projects and teams.

- Strong understanding of ITIL frameworks and best practices, with the ability to apply them in ServiceNow CSM solutions.

- Proven track record of successful ServiceNow CSM solution design, development, and deployment.

- Excellent project management skills, including planning, resource allocation, and risk management.

- Effective communication and interpersonal abilities to engage with stakeholders at all levels.

- Ability to analyze complex problems and provide innovative, effective solutions in the ServiceNow CSM environment.

- Experience in conducting user training and creating comprehensive documentation for ServiceNow CSM applications.

(ref:hirist.tech)

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