ServiceNow CSM Consultant

Teamware Solutions

2 - 4 years

4 - 6 Lacs

Hyderabad Telangana India

Posted:21 hours ago| Platform: Foundit logo

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Skills Required

Customer Service

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Analyze business requirements and design scalable ServiceNow CSM solutions to enhance customer service operations.
Configure and customize ServiceNow CSM modules including case management, knowledge management, service level agreements (SLAs), and customer portals.
Integrate ServiceNow CSM with other enterprise systems (ITSM, CRM, etc.) as needed.
Develop workflows, business rules, UI policies, and scripts to automate and streamline processes.
Provide expert guidance on best practices for customer service workflows and ServiceNow platform usage.
Collaborate with stakeholders, including business users, developers, and administrators to deliver end-to-end solutions.
Support testing, training, and go-live activities.
Troubleshoot and resolve configuration and performance issues.
Stay updated on ServiceNow CSM updates, new features, and industry trends.

Qualifications and Requirements:

Bachelor's degree in Computer Science, Information Technology, or related field.
3+ years of hands-on experience with ServiceNow Customer Service Management implementations.
Strong knowledge of ServiceNow platform architecture and modules, especially CSM.
Experience with ServiceNow Studio, Flow Designer, Script Includes, Business Rules, and Client Scripts.
Familiarity with integration techniques using REST/SOAP APIs.
Ability to translate business processes into technical configurations.
Excellent problem-solving, communication, and stakeholder management skills.
Experience with Agile project methodologies.

Desirable Skills and Certifications:

ServiceNow Certified Customer Service Management Implementation Specialist.
Certifications in ServiceNow System Administration or Application Development.
Experience with ITSM, ITOM, or other ServiceNow modules.
Knowledge of JavaScript and web technologies.
Strong documentation and training skills.
Ability to work in cross-functional teams and dynamic environments.

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