ServiceNow Technical Consultant

2 days ago

India QAAgility Technologies Full time

Job Title:- ServiceNow Technical Consultant - CSM (Customer Service Management)


Job Type:- Remote


Years of Experience: 5+ Years


Job Description:

As a ServiceNow Technical Consultant specializing in Customer Service Management (CSM), you will leverage your expertise to develop, implement, and integrate solutions within the ServiceNow platform. This role requires strong technical proficiency in ServiceNow’s CSM module, with additional knowledge in ITSM, Service Portal, and related ServiceNow functionalities.


Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 5+ years of hands-on experience as a ServiceNow Developer or Technical Consultant, primarily focusing on CSM.
  • Strong problem-solving skills with the ability to identify issues and develop effective solutions.
  • Ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.


Key Responsibilities:

  • CSM Functional Expertise: Comprehensive functional knowledge of the ServiceNow CSM module, including hands-on experience with customer workflows, case management, and customer portals.


  • ServiceNow Development: Skilled in core ServiceNow development, including:

-- JavaScript, UI Policies, UI Actions

-- Workflows, Client Scripts, Business Rules

-- Script Includes, ACL (Access Control List) management


  • Implementation & Integration: Execute and manage ServiceNow integrations with various monitoring tools, using SOAP and RESTful APIs


  • CSM, ITSM, and Service Portal Experience: Provide support for Incident, Problem, Change Management, and CSM.


  • Instance Upgrades: Conduct ServiceNow instance upgrades, patching, and testing for stability and security.


  • Agent Workspace & Virtual Agent: Configure and manage Agent Workspace and Virtual Agent for improved customer service interactions.


  • Service Improvement: Identify system deficiencies and recommend continual service improvements to enhance system performance and user experience.


  • Open Frame/CTI Technology: Practical understanding of Open Frame/CTI technology, including NOW Experience UI Framework and JMS integrations.


  • ServiceNow Machine Learning: Basic knowledge of ServiceNow’s Machine Learning and Predictive Intelligence capabilities to support enhanced decision-making and automation.


  • Internationalization (i18n): Ensure compatibility for global deployments through internationalization practices.


  • MID Server Experience: Working understanding of MID Server for supporting integrations and data collection from external systems.

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