ServiceNow CSM Expertise Specialist

7 days ago

India QAAgility Technologies Full time
Job Title: ServiceNow CSM Expertise Specialist

About the Role
This position is a ServiceNow Technical Consultant specializing in Customer Service Management (CSM). As part of our team at QAAgility Technologies, you will leverage your expertise to develop, implement, and integrate solutions within the ServiceNow platform.

Key Responsibilities
- Comprehensive functional knowledge of the ServiceNow CSM module, including hands-on experience with customer workflows, case management, and customer portals.

- Skilled in core ServiceNow development, including: JavaScript, UI Policies, UI Actions, Workflows, Client Scripts, Business Rules, Script Includes, ACL management, integrations with monitoring tools using SOAP and RESTful APIs, and instance upgrades, patching, and testing for stability and security.

- Experience with CSM, ITSM, and Service Portal, providing support for Incident, Problem, Change Management, and CSM, as well as configuring and managing Agent Workspace and Virtual Agent for improved customer service interactions.

- Ability to identify system deficiencies and recommend continual service improvements to enhance system performance and user experience, ensuring compatibility for global deployments through internationalization practices, and working understanding of MID Server for supporting integrations and data collection from external systems.

Requirements
- 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, as well as ability to work in a fast-paced environment, manage multiple tasks, and prioritize effectively.

Salary: The estimated salary range for this role is $85,000-$110,000 per year, depending on location and experience.

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