ServiceNow CSM Implementation Specialist

3 weeks ago


Chennai, Tamil Nadu, India Virtusa Full time

Job Summary

We are seeking a skilled ServiceNow Developer to join our team at Virtusa. As a ServiceNow Developer for Customer Experience, you will be responsible for collaborating with business stakeholders to understand and document ServiceNow CSM implementation and enhancement requirements.

Main Responsibilities

  • Design, configure, and customize ServiceNow CSM modules to meet business needs, leveraging best practices and industry standards.
  • Monitor customer service representative performance, create and manage training programs for employees, handle escalated customer complaints, and develop new strategies to improve the customer experience.
  • Manage the collaborative development and sustainment of best-in-class processes to ensure customer satisfaction using reporting data to make informed business decisions regarding the Customer Service department.

Requirements

  • 7+ years of experience in ServiceNow CSM.
  • Strong understanding of CMDB and Integration.
  • Ability to work in a collaborative development environment.

Location

Chennai, Tamil Nadu, India

Job Type

Experienced



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