Description

Act as a subject matter expert to design, configure, and implement ServiceNow CSM solutions aligned with business goals.

This role is on-site.

Responsibilities

• Gather, document, and prioritize business requirements for customer service processes.
• Translate business needs into functional and technical specifications.
• Configure and customize the ServiceNow platform to support specific workflows and processes.
• Develop and execute test plans to validate solutions and ensure they are defect-free.
• Create reports and dashboards to monitor customer service performance via analytics.

Required Skills

• 8+ years of experience working with ServiceNow CSM or similar customer service management platforms.
• Expertise in technical solution design and creating technical specifications.
• Proven experience in ServiceNow CSM implementation and configuration.
• Strong background in performance analytics.
• Ability to manage ServiceNow CSM projects from inception to support.
• Strong analytical, problem-solving, and communication skills.

Preferred Skills

• ServiceNow Certified Implementation Specialist certification.
• Knowledge of ITIL best practices.

Key Skills

Education

Any Graduate