Description

You will lead the implementation and optimization of ServiceNow CSM solutions to improve customer service processes.

Responsibilities

• Gather, document, and prioritize business requirements by working directly with stakeholders.
• Translate requirements into functional and technical specifications aligned with ServiceNow CSM capabilities.
• 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 and maintain reports and dashboards using performance analytics to monitor process performance.

Required Skills

• 8+ years of experience working with ServiceNow CSM or similar customer service management platforms.
• Proven experience in software development.
• Strong expertise in performance analytics.
• Ability to manage ServiceNow CSM projects from inception to completion.
• Strong analytical, problem-solving, and communication skills.
• Bachelor's degree in Information Technology, Business Administration, or a related discipline.

Preferred Skills

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

Key Skills

Education

ANY GRADUATE