ServiceNow CSM Consultant - Implementation & Configuration

Job Description : Experience : Minimum 3 years of experience with ServiceNow CSM implementation and customization. Technical Skills : Proficient in ServiceNow platform, including Service Portal, Flow Designer, and Scripted REST APIs. Integration Skills : Hands-on experience with integrating ServiceNow CSM with third-party systems. Scripting : Proficiency in JavaScript, Glide scripting, and other scripting languages used within ServiceNow. Communication : Strong verbal and written communication skills; ability to interact effectively with clients and stakeholders. Certifications : ServiceNow CSM certification is highly preferred. Good to have : - Experience with other ServiceNow modules such as ITSM, ITBM, or ITOM. - Familiarity with Agile/Scrum methodologies. - Knowledge of customer service best practices and industry standards. Roles & Responsibilities : - Implement ServiceNow CSM Solutions : Design, develop, and implement CSM modules, including case management, account and contact management, and customer portals. - Customization and Configuration : Customize CSM applications to meet business needs, including configuring forms, workflows, business rules, and UI policies. - Integration Expertise : Integrate ServiceNow CSM with other business systems using REST, SOAP, and other integration methods. - CSM Portal Development : Build and customize CSM customer portals, ensuring a user-friendly and engaging experience for end-users. - Data Management : Oversee data migration and management, ensuring data integrity and compliance with business requirements. - Client Collaboration : Work closely with clients to understand their business needs, translate requirements into technical solutions, and provide expert advice on best practices. - Process Optimization : Optimize CSM processes to enhance efficiency, improve customer satisfaction, and reduce case resolution times. - Training and Support : Provide training and support to end-users and administrators, ensuring smooth adoption of new functionalities. - Performance Monitoring : Monitor and troubleshoot issues, ensuring the stability and performance of ServiceNow CSM applications. Key Responsibilities : - Collaborate with clients to gather requirements and understand business processes related to customer service management. - Design, configure, and implement ServiceNow CSM solutions to meet client specifications. - Customize ServiceNow modules and workflows to enhance user experience and streamline operations. - Provide training and support to end-users, ensuring effective adoption of the ServiceNow platform. - Conduct system testing, troubleshooting, and performance tuning to ensure optimal functionality. - Develop and maintain documentation related to system configurations, processes, and user guides. - Stay updated on ServiceNow releases and best practices, applying new features and enhancements to improve service delivery. - Work with cross-functional teams to integrate CSM with other ServiceNow modules and third-party applications. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or related field. - Proven experience as a ServiceNow Consultant, specifically with CSM implementations. - Strong understanding of customer service processes and best practices. - Familiarity with ServiceNow scripting and development (JavaScript, HTML, CSS). - Excellent problem-solving skills and the ability to work independently or as part of a team. - Strong communication skills, both verbal and written. - ServiceNow certifications (e.g., Certified Implementation Specialist - CSM) are a plus. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 11/21/2024