ServiceNow CSM Technical Lead
2 weeks ago
We are seeking a highly skilled ServiceNow CSM Technical Lead to join our team at Tata Consultancy Services. As a Technical Lead, you will be responsible for leading teams in an Agile approach, leading solution design sessions, and ensuring quality of delivery of the ServiceNow solution.
Key Responsibilities:- Work with customer product owners to understand detailed requirements and design scalable solutions for implementation, test automation, and delivery to end customers.
- Contribute to the design and implementation of new products and features while enhancing the existing product suite.
- Integrate ServiceNow CSM with other systems and applications, such as CRM and ERP systems, to streamline data exchange and automate processes.
- Develop and implement workflows, business rules, and automation scripts to automate customer service processes.
- Configure dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance and trends.
- Collaborate with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.
- Configure ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.
- 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.
We are looking for a highly skilled and experienced ServiceNow CSM Technical Lead to join our team at Tata Consultancy Services. If you have a passion for ServiceNow and customer service, we encourage you to apply for this exciting opportunity.
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