ServiceNow CSM Consultant

Job Description

ServiceNow CSM Consultant - Neev Systems | Reliable IT Partner for Digital Transformation Job Description: We are seeking an experienced ServiceNow CSM Consultant with over 3 years of expertise in implementing and customizing ServiceNow CSM solutions. The ideal candidate will have a strong background in IT Service Management and a deep understanding of the ServiceNow platform, particularly in Customer Service Management. Key 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. Required Skills and Qualifications: 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. Preferred Skills: 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.