Information Technology Services Manager

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Work Location: Work From Home

Global ServiceNow CSM Lead

Job Description

We are looking for a highly skilled and knowledgeable ServiceNow Customer Service Management Specialist to join our team. This role will focus on leveraging ServiceNow CSM capabilities and integrating systems to enhance our customer service processes.

As a ServiceNow CSM Specialist, you will be responsible for optimizing and streamlining our customer service operations through the effective use of ServiceNow CSM modules. Additionally, you will play a crucial role in integrating ServiceNow CSM with various systems to ensure seamless data flow and a unified customer service experience.

Essential job duties:

Overall 6 to 10 years of experience in ServiceNow Development and Min 3 years’ experience in ServiceNow CSM application.

ServiceNow CSM Implementation: Design, configure, and implement ServiceNow CSM modules to meet the unique needs of our customer service operations .

Process Optimization: Collaborate with stakeholders to identify opportunities for process improvement within customer service workflows and implement enhancements using ServiceNow CSM.

Understands technical and functional design requirements related to ServiceNow CSM.

Integration Strategy: Develop and execute an integration strategy for ServiceNow CSM, connecting it with other systems such as CRM, ticketing, and communication platforms.

Technical Implementation: Utilize ServiceNow Integration Hub, APIs, and other relevant technologies to implement seamless integrations between ServiceNow CSM and external systems.

Data Management: Ensure accurate and meaningful data flow between ServiceNow CSM and integrated platforms, implementing data mapping and transformation as necessary.

Customization: Customize ServiceNow CSM as needed to align with integration requirements and to ensure a unified and efficient customer service experience.

User Training : Conduct training sessions for end-users to promote effective utilization of ServiceNow CSM features and integrations.

Documentation: Create and maintain comprehensive documentation for ServiceNow CSM configurations, integrations, and best practices.

Accessibility: Implement accessibility best practices to ensure ServiceNow applications comply with relevant standards.

Educational Qualifications and Other Requirements

A degree holder in business or computer science or equivalent experience.

Proven experience as a ServiceNow CSM Specialist with a focus on customer service process optimization.

Strong understanding of ServiceNow CSM modules and their customization.

Knowledge of ServiceNow Integration Hub, REST, and SOAP APIs.

Experience in designing and implementing integrations with various systems.

Useful Certifications

ServiceNow Certifications

Certified Service Management, Integration Hub

ITIIL v3 or ITIL v4