Position Details: ServiceNow CSM Technical Lead

ServiceNow Customer Service Management (CSM) Technical Lead 

Technical Lead will need to have experience leading teams in an Agile approach, leading solution design sessions, and ensuring quality of delivery of the ServiceNow solution.

Responsibilities:

• Work with the customer product owners to understand detailed requirements and design scalable solution for implementation, test automation and delivery to end customer 
• Contribute to the design and implementation of new products and features while also enhancing the existing product suite 
• Integration: Integrating ServiceNow CSM with other systems and applications, such as CRM (Customer Relationship Management) systems, ERP (Enterprise Resource Planning) systems, and third-party service providers, to streamline data exchange and automate processes. Experience with working with Out-of-the-Box Spokes and Flow Templates 
• Workflow Automation: Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment.  
• Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and Field Service Performance
• Solution Design: Collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform. 
• Configuration and Customization: Configuring ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements. 
• User Experience (UX) Design: Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform. 

Qualifications:

• 5 years of experience in ServiceNow CM Implementation as a CSM Implementation .
• Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
• Certifications – ServiceNow CSA, Service Now CAD, ServiceNow CSM Implementation 
• Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agent, Advanced Work Assignment, and Knowledge
• Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

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