ServiceNow Lead

3 weeks ago

India QBrainX Full time

Job Title : ServiceNow Customer Service Management (CSM) Lead Experience Level : 8 Years Location : Coimbatore / Hyderabad / Remote joiner / who can join us with 15 to 20 days is preferred. Job Description : We are looking for an experienced ServiceNow CSM Lead with a strong background in Customer Service Management (CSM), Scripting, and Integration to lead and drive the implementation of CSM solutions for our clients. As a ServiceNow CSM Lead, you will play a key role in designing, developing, and deploying ServiceNow solutions, leading a team of developers, and ensuring that all customer service processes are optimized to meet business needs. Key Responsibilities : ServiceNow CSM Implementation : - Lead the end-to-end implementation of ServiceNow CSM solutions, including requirements gathering, design, development, and deployment. - Work closely with business stakeholders to define CSM processes, workflows, and ensure the solutions meet their requirements. - Provide guidance and best practices for configuring ServiceNow CSM modules (Incident, Request, Case Management, etc.). - Design and configure service catalogues, knowledge bases, and customer portals to enhance customer experience. Scripting and Customization : - Write and maintain server-side and client-side scripts using JavaScript, Glide scripting, and UI Actions to meet business requirements. - Customize ServiceNow workflows, and business rules, and create scripted solutions for complex use cases. - Provide hands-on technical leadership and expertise in scripting for the ServiceNow platform, ensuring high-quality, efficient code. Integrations : - Lead the design and implementation of integrations between ServiceNow CSM and third-party systems using REST, SOAP, and MID Server technologies. - Work with various APIs to connect external systems such as CRM, ERP, and other business applications to ServiceNow. - Troubleshoot and resolve integration issues, ensuring data accuracy and flow across platforms. Team Leadership and Mentoring : - Lead a team of developers and collaborate with other teams to ensure the successful delivery of CSM solutions. - Provide mentorship and guidance to junior developers, ensuring they follow best practices in coding and design. - Coordinate with other technical teams to align on the architecture and ensure smooth integration across ServiceNow modules. Stakeholder Management : - Liaise with business users, product owners, and stakeholders to understand customer service requirements and translate them into effective solutions. - Provide regular updates to management regarding the progress of CSM implementation and any issues. - Ensure all documentation is maintained accurately for both the development process and end-user training. Continuous Improvement : - Stay up to date with the latest ServiceNow CSM features and best practices, ensuring the platform is used to its fullest potential. - Identify areas for process improvement and optimization to enhance the customer service experience. - Recommend and implement changes that streamline workflows and improve system performance. Required Qualifications : - Experience : Minimum of 8 years of experience in ServiceNow development, with at least 3 years in ServiceNow CSM. Technical Skills : - Strong expertise in ServiceNow CSM modules (Incident Management, Case Management, Service Requests, Knowledge Management, etc.). - Extensive experience in scripting on the ServiceNow platform (JavaScript, GlideScript, Business Rules, UI Actions, Script Includes, etc.). - Hands-on experience with ServiceNow integrations (REST, SOAP, and MID Server). - Experience in ServiceNow Service Portal development and customization. (ref:hirist.tech)

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