Servicenow Developer / Lead CSM + Order Manangement

Roles & Responsibilities

• 5+ years of experience in implementing or architecting

  ServiceNow solutions

• Experience in

  designing, configuring, and customizing

  the

  ServiceNow Customer Service Management (CSM)

  module
• Must have experience in the design and implementation of the following modules:

• Customer Service Management (CSM):

  Case Management, Knowledge Management, Agent Workspace, CSM Portal, Agent Mobile App Configuration, AWA, Playbook, Dashboards, etc.

• ITSM

• Custom Service Portal

• Extensive experience across the

  ServiceNow core platform

  , including

  security, performance, and compliance

• Extensive experience in

  third-party integrations

  using REST, SOAP, and other methods, including

  Integration Hub

  and

  E-bonding

• Experience with

  scripting

  in the ServiceNow platform using:
• JavaScript, Business Rules, Client Scripts, UI Actions, UI Pages, AngularJS, Jelly, etc.
• Experienced in collaborating with teams to understand their requirements and pain points, translating them into

  functional specifications

• Conduct

  workshops and training sessions

  for end-users to ensure successful adoption of the implemented solutions
• Perform

  system testing, troubleshooting

  , and

  issue resolution

  during the implementation phase
• Collaborate with technical teams to define

  integrations

  with other systems and applications, ensuring

  seamless data flow

• Provide

  ongoing support

  to end-users, addressing their queries and issues related to the ServiceNow platform/module
• Document

  processes, configurations, and solutions

  to create comprehensive user guides and training materials
• Excellent

  communication and interpersonal skills

• Strong

  ownership, accountability

  , and

  attention to detail

  in all work efforts

Preferred Qualifications

• Proficient in

  ServiceNow CMDB

  ,

  Agent Workspace

  , and

  Virtual Assistant

• Proficient in

  implementation of the ITSM module

• Relevant

  ServiceNow certifications

  (e.g., ServiceNow Certified Implementation Specialist) are a plus
• Exceptional

  leadership, problem-solving, critical thinking

  , and

  communication skills