Servicenow technical consultant

1 week ago

India QAAgility Technologies Full time

Job Title:- Service Now Technical Consultant - CSM (Customer Service Management) Job Type:- Remote Years of Experience: 5+ Years Job Description: As a Service Now Technical Consultant specializing in Customer Service Management (CSM), you will leverage your expertise to develop, implement, and integrate solutions within the Service Now platform. This role requires strong technical proficiency in Service Now’s CSM module, with additional knowledge in ITSM, Service Portal, and related Service Now functionalities. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. 5+ years of hands-on experience as a Service Now 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 Service Now CSM module, including hands-on experience with customer workflows, case management, and customer portals. Service Now Development: Skilled in core Service Now development, including: -- Java Script, UI Policies, UI Actions -- Workflows, Client Scripts, Business Rules -- Script Includes, ACL (Access Control List) management Implementation & Integration: Execute and manage Service Now 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 Service Now 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. Service Now Machine Learning: Basic knowledge of Service Now’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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