ServiceNow CSM Expert for Global Capability Centers

3 days ago

Delhi, Delhi, India ANSR Full time

About ANSR

ANSR Global is a leading consulting firm that helps companies establish global capability centers (GCCs). Our expertise encompasses a range of services, including collaborative workspaces, managed site support, and talent acquisition.

We collaborate closely with our clients to understand their unique business needs and develop actionable insights for a robust talent strategy in GCCs. For more information, visit our website.

ServiceNow Practice Overview

ANSR, in partnership with ServiceNow, is revolutionizing service delivery in Global Capability Centers (GCCs) through strategic initiatives. We co-create innovative products and solutions tailored for GCCs, leveraging ServiceNow's cutting-edge capabilities. A key highlight is the establishment of NOW Centers of Excellence (COEs) in GCCs, comprising Consulting and Staff Augmentation Services designed to accelerate the setup of these COEs.

To expedite the setup of NOW COEs in GCCs, ANSR will provide advisory and consulting services to build a comprehensive business roadmap for establishing successful SN COEs at the GCC. Additionally, we offer staff augmentation services for GCCs in India, ensuring flexible capacity and rapid resource deployment. This initiative aims to accelerate project delivery and meet dynamic demands efficiently.

Furthermore, ANSR is committed to building a workforce of high-quality, NOW-trained employees specifically for the NOW COEs in GCCs, providing skilled professionals. As an internal initiative, ANSR is re-platforming its service delivery to the NOW platform, consolidating the entire service portfolio on NOW. This strategic shift ensures a connected end-to-end experience for customers, optimizing efficiency and elevating overall service quality.

Job Description

We seek an experienced ServiceNow CSM Senior to join our team. The ideal candidate will have a proven track record of delivering successful ServiceNow projects, focusing on Customer Service Management (CSM). Responsibilities include leading the implementation and customization of ServiceNow CSM solutions, providing technical guidance, and supporting junior team members.

Key Responsibilities:

  • Analyzing business requirements and translating them into technical solutions within the ServiceNow platform.
  • Developing and customizing ServiceNow applications, modules, and components using various development techniques.
  • Designing, developing, and maintaining integrations between ServiceNow and other enterprise systems.
  • Configuring and customizing ServiceNow modules and applications to meet business needs.
  • Administering and maintaining ServiceNow instances, including instance setup, configuration, user management, security controls, and performance tuning.
  • Planning and executing ServiceNow platform upgrades, applying patches, and ensuring compatibility with existing customizations and integrations.
  • Performing thorough testing of developed solutions to ensure functionality, performance, and security standards are met.
  • Creating technical documentation to ensure clear communication and knowledge transfer.
  • Troubleshooting and resolving technical issues related to ServiceNow platform functionality, configuration, and integration.
  • Staying updated with ServiceNow platform updates, new features, and best practices to continuously improve development processes and deliverables.
  • Collaborating with stakeholders to gather requirements, provide updates, and ensure alignment with business objectives.
  • Providing guidance and mentorship to junior developers, sharing knowledge and best practices.

Requirements:

  • 5+ years of experience with ServiceNow CSM, including implementation, customization, and administration.
  • Proven experience leading successful ServiceNow projects, focusing on CSM.
  • Strong understanding of ServiceNow platform architecture and data model.
  • Strong technical skills in JavaScript, HTML, CSS, and ServiceNow scripting languages.
  • Excellent communication skills and ability to collaborate effectively with customers and cross-functional teams.
  • ServiceNow certifications in CSM and ITSM strongly preferred.
  • Experience with Agile development methodologies.
  • Educational Qualification: Bachelor degree in Computer Science engineering or certification in related fields.

Estimated Salary Range: $120,000 - $160,000 per year, depending on location and qualifications.

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