Apply for ServiceNow Customer Service Management Job

8 to 10 Years Relevant Experience

• Business Analyst and Developer of Workflow Management, Dynamic workflow, Customer Service Management; however, will not limit to this only when requirements come from other Modules.
• Create user stories to align with business requirements and technical architecture documentation for the solution.
• Act as the Technical Expert for ServiceNow for CSM, assist the team with any technical issues and/or concerns.
• Participate in user story grooming session, elaboration, and design sessions.
• Review user stories to understand requirements and technical architecture documentation for solution.
• Ensure that ServiceNow standard practices are utilized for all configuration and customization.
• Provide insight and expertise into the ServiceNow CSM configuration based on previous work experiences and training.
• Complete the deployment of solutions across sub-production and production environments.
• Configure the ServiceNow CSM solution to meet identified business requirements, process guides and functional requirements.
• Identify requirement gaps to maintain a high degree of quality in the solution build.
• Provide configuration options to meet specific requirements, identifying respective pros and cons for each option.
• Support the design of integrations to-and-from the ServiceNow CSM solution and other systems.
• Ensure that ServiceNow standard practices are utilized for all configuration and customization.
• Troubleshoot any errors found in the ServiceNow configuration.
• Complete the deployment of solutions across sub-production and production environments.
• Being able to do Unit testing/Regression testing and collaboration with UAT.
• Bachelor's degree in software engineering, Information Systems, Business, or equivalent Basic knowledge of Unified Cloud computing environments, Infrastructure Services, networking concepts, and collaboration technologies.
• Experience ranging between 5–8 years of ITSM Tool set and processes, and preferred 5+ years on CSM.
• Minimum of 8–10 years of ServiceNow implementation and Administration experience in large, complex environments is required.
• Preferred experience integrating with chatbot for ticket creation.
• Advanced ServiceNow technical skill - UI Policies, UI Macros, UI Pages, Client Scripts, Script Includes, Business Rules, Mid-Server Configuration & Architecture, ACLs, Import Sets, Transform Maps and Update sets.
• Hands-on Experience with JavaScript, HTML, CSS, Angular, JSON, REST and SOAP.
• Knowledge with integrations and Automation tools.
• Must be self-directed and able to manage competing priorities and proactively communicate when conflicts arise.
• Strong problem-solving and analytical skills.
• Proficient in Agile development and all phases of the Application Development Lifecycle.