Servicenow CSM

TCS Hiring for Servicenow CSM

Location : Mumbai/Pune/Hyderabad/Delhi

Exp: 6 to 8yrs

Technical Comptency

• Experience as a Senior Technical Lead / Architect.
• Demonstrated experience in guiding and supporting CSM engagements during design and implementation stages.
• Deep subject matter expertise related to ServiceNow CSM concepts such as CSM data model, Service organizations, Case types, Customer Portals, Virtual Agent, Install Base management, Playbooks, Proactive Customer Service Operations, CSM AI capabilities etc. and adjacent platform capabilities like CSDM, Asset and Configuration Management, Field Service Management, ITSM and ITOM
• Conducting demos and working sessions with the client
• Provide technical guidance to Business Analyst
• Gathering requirements from the client
• Advising the client on good practices and recommended solutions
• Design solutions to maximum value while minimizing technical debt
• Refining Agile stories and tasks
• Reviewing work of technical consultants
• Mentoring and assisting technical consultants

Good to have:

• Evaluate the tool stability and performance and provide recommendations
• Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives).
• Review, and do proactive analyze and resolve application issues as needed.
• Define and document best practices and strategies regarding application deployment and infrastructure maintenance
• Knowledge on new servicenow modules ( HRSD, SecOps, GRC, ITBM, Etc..)

TOGAF or any equivalent certification preferred

Responsobilties :

• Understand the customer environment for the Business processes and IT processes
• Work with the customers (Business and IT stakeholders) to understand their requirements and needs (Stated and Unstated/Hygiene)
• Brainstorm with the customer and bring out the requirements beneficial to them considering the following:
• the current needs and roadmap of the customer Business and IT and
• the current capabilities and roadmap (to the published level) of the ServiceNow platform
• Be responsible for the design and architecture for the new implementation and development of ServiceNow applications - as suitable to the business and IT based on the baseline requirements
• Be responsible for the design and architecture for Maintenance and enhancement of existing ServiceNow applications
• Consider the Security and Audit compliance as aligned with the agreed standards/customer policy
• Provide guidance and thought-leadership in ServiceNow platform to customers (Business and IT) and also internal stakeholders for the technical solutions to be aligned with the architecture
• Share Best Practices and guidance to the customers and internal teams as a mentor and
• Provide guidance to the implementation methodology and testing methodology