Current jobs related to ServiceNow Customer Service Management - Chennai, Tamil Nadu - Citi

  • ServiceNow IT Service Management Solutions Specialist

    2 weeks ago

    Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 1,44,00,000 - ₹ 2,40,00,000

    IT Service Management Consultant PositionThe role involves delivering effective IT service management solutions utilizing ServiceNow as the primary toolset. This position requires a blend of technical expertise and business acumen to drive process improvements and optimize service delivery.

  • ServiceNow developer

    2 weeks ago

    Chennai, Tamil Nadu, India E - Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Experience Range yearsNotice - Max 15-30 daysJob OverviewWe are seeking a Senior ServiceNow Developer to join our team at E - Solutions on a full-time, contract-to-hire basis. This role is based in Chennai or Pune and requires up to 10 years of relevant work experience. The role focuses on developing, integrating, and enhancing ServiceNow solutions aligned...

  • Servicenow HRSD

    2 days ago

    Chennai, Tamil Nadu, India Axiom Software Solutions Limited Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Title : Servicenow HRSD & FSM ModuleLocation : New YorkW2 contract RequirementsJob Description:• Extensive experience implementing and configuring ServiceNow HR Service Delivery (HRSD) and Field Service Management (FSM) modules.• Strong understanding of HR processes and workflows, as well as field service operations, to effectively tailor solutions...

  • ServiceNow QA

    2 weeks ago

    Chennai, Tamil Nadu, India Prodapt Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Overview:Roles and ResponsibilitiesDeliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications.Deliver a high level of knowledge and customer service within the ITOM Suite as well as CMDBShould know the offerings available with ServiceNow ITOM Suite as well as CMDB.Event Management,...

  • ServiceNow Developer

    3 weeks ago

    Chennai, Tamil Nadu, India Impetus Career Consultants Private Limited Full time

    Key Responsibilities :- Design, develop, and implement ServiceNow solutions tailored to business needs.- Manage and enhance the CMDB and ITSM modules, including Incident, Problem, Change, and Request Management.- Develop workflows and automate processes across ITOM, HRSD, Finance Operations, and GRC modules.- Integrate ServiceNow with third-party systems...

  • ServiceNow Technical Expert

    1 week ago

    Chennai, Tamil Nadu, India beBeeJob Full time ₹ 12,00,000 - ₹ 20,10,000

    ServiceNow Technical Expert JobWe are seeking an experienced ServiceNow Technical Expert to join our team.About the Role:Lead and drive ServiceNow solutions independently.Strong understanding of ITSM, CMDB, and other ServiceNow products with practical work experience.Proficient in ServiceNow client and server-side JavaScript and APIs.Expertise in extending...

  • ServiceNow Developer

    1 week ago

    Chennai, Tamil Nadu, India MNR Solutions Full time

    Job Description :- In depth knowledge of the ServiceNow Platform, from the technology, development, integration and modules, to design, develop, implement and test modules in line with agreed timelines, budget, costs, quality and development standards.- Provide integration facilities and provisions logistics on ServiceNow implementation projects, for the...

  • Junior ServiceNow Developer

    2 weeks ago

    Chennai, Tamil Nadu, India GEETHA TECHNOLOGY SOLUTIONS PRIVATE LIMITED Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Position Overview:We are seeking a skilled ServiceNow Developer with expertise in ServiceNow Portal, Employee Center, and integrations. This role requires 24x7 support in a work-from-home (WFH) setup. The ideal candidate should have strong development skills, problem-solving abilities, and excellent communication to collaborate with clients and...

  • Lead ServiceNow Developer

    2 weeks ago

    Chennai, Tamil Nadu, India GEETHA TECHNOLOGY SOLUTIONS PRIVATE LIMITED Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    This is a remote position.Position Overview:We are seeking a skilled ServiceNow Developer with expertise in ServiceNow Portal, Employee Center, and integrations. This role requires 24x7 support in a work-from-home (WFH) setup. The ideal candidate should have strong development skills, problem-solving abilities, and excellent communication to collaborate with...

  • ServiceNow Development Specialist

    2 weeks ago

    Chennai, Tamil Nadu, India beBeeServiceNowDeveloper Full time ₹ 25,00,000 - ₹ 35,00,000

    ServiceNow Developer: Enhance Order Management and Delivery ProcessesWe are seeking a highly skilled ServiceNow developer to join our transformation program. The ideal candidate will have strong hands-on experience in ServiceNow development, particularly in Order Management.Key Responsibilities:Develop enhancements identified during UAT and review existing...

ServiceNow Customer Service Management

2 weeks ago

Chennai, Tamil Nadu, India Citi Full time US$ 80,000 - US$ 1,20,000 per year

The Junior ServiceNow Customer Service Management (CSM) Configuration Analyst is an entry-level professional role specializing in the configuration, optimization, and support of the ServiceNow CSM module, primarily using out-of-the-box functionalities. This role focuses on translating business requirements into effective platform configurations, enhancing customer service operations through efficient setup of forms, workflows, reports, and dashboards. The analyst will collaborate with business stakeholders and senior team members to ensure the ServiceNow CSM solution aligns with organizational needs.

Responsibilities:

  • ServiceNow CSM Configuration:

  • Perform comprehensive configuration tasks within the ServiceNow CSM module, utilizing out-of-the-box features and best practices, including:

  • Creating and modifying forms, lists, views, and related lists for various CSM tables (e.g., Cases, Accounts, Contacts).

  • Configuring dictionary entries and field attributes.
  • Setting up and maintaining UI Policies and Data Policies to enforce data integrity and user experience.
  • Managing users, groups, roles, and basic Access Control Lists (ACLs) within the CSM scope.
  • Configuring and customizing Service Catalogs and Record Producers to streamline customer requests and agent workflows.
  • Setting up and managing Service Level Agreements (SLAs) for different service offerings and customer segments.
  • Configuring the Customer Service Portal (CSP) using available portal widgets, pages, and themes to enhance the self-service experience.

  • Optimizing Agent Workspace layouts and components for efficient agent operations.

  • Implement and maintain Knowledge Management configurations, including article categories, templates, and publishing workflows.

  • Report and Dashboard Creation:

  • Design, build, and maintain comprehensive reports and dashboards within ServiceNow to monitor key CSM performance indicators (KPIs) and operational metrics.

  • Create various report types (e.g., list, bar, pie, trend) to visualize case volume, resolution times, agent productivity, customer satisfaction, and service trends.
  • Develop interactive dashboards for different user roles (e.g., agents, managers, leadership) to provide actionable insights into customer service operations.

  • Utilize Performance Analytics capabilities (if available) to configure indicators, breakdowns, and widgets for deeper analytical insights.

  • Workflow & Process Optimization:

  • Configure and optimize workflows and flow actions using Flow Designer to automate CSM processes (e.g., case routing, approvals, notifications), minimizing the need for custom scripting.

  • Collaborate with process owners to identify opportunities for automation and efficiency gains through platform configuration.

  • Data Management & Integrity:

  • Assist in data validation and ensure data quality within the CSM module through configuration.

  • Support basic data import/export activities using ServiceNow's native tools.

  • Documentation & Support:

  • Create clear and concise documentation for all configurations, including design specifications, process flows, and user guides.

  • Provide first-level support and troubleshooting for configuration-related issues within the CSM module.
  • Conduct user acceptance testing (UAT) to ensure configured solutions meet business requirements.

Required ServiceNow Skills

  • ServiceNow Platform Fundamentals: Strong proficiency in navigating the ServiceNow platform, understanding its architecture, and core features.
  • ServiceNow CSM Module Expertise: In-depth knowledge and hands-on experience with out-of-the-box functionalities of ServiceNow CSM applications, including Case Management, Account/Contact Management, Service Catalog, Knowledge Management, and Agent Workspace.
  • Configuration Management: Proven ability to configure UI Policies, Data Policies, Business Rules (condition-based, non-scripted), ACLs, and client scripts (minimal/basic where unavoidable for UI).
  • Reporting & Dashboards: Advanced skills in creating, customizing, and managing ServiceNow reports and dashboards, including Performance Analytics indicators and widgets.
  • Flow Designer: Experience in designing and implementing automated processes using Flow Designer with an emphasis on low-code/no-code solutions.
  • Service Portal Configuration: Ability to configure and personalize the Customer Service Portal.

Certifications (Preferred)

  • ServiceNow Certified System Administrator (CSA): Essential for demonstrating foundational knowledge of the ServiceNow platform.
  • ServiceNow Certified Application Specialist – Customer Service Management: Highly relevant certification focusing specifically on CSM module configuration and best practices.

Qualifications

  • 0-2 years of relevant experience in a technical or analytical role, with significant exposure to configuring and managing enterprise software platforms, preferably ServiceNow.
  • Strong analytical and problem-solving skills with a focus on process optimization through configuration.
  • Excellent ability to translate business requirements into technical configurations.
  • Detail-oriented with strong organizational and documentation skills.
  • Effective communication skills, capable of interacting with both technical and non-technical stakeholders.

Education:

  • Bachelor's/University degree in Business Information Systems, Computer Science, or a related field, or equivalent practical experience demonstrating strong technical aptitude and analytical skills.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required, especially as the analyst gains experience and expertise within the ServiceNow platform.


Job Family Group:
Operations - Core


Job Family:
Operations Project Management


Time Type:
Full time


Most Relevant Skills
Please see the requirements listed above.


Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.


Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review
Accessibility at Citi.
View Citi's EEO Policy Statement and the Know Your Rights poster.