ServiceNow CSM Support Developer
3 weeks ago
We are seeking a highly skilled ServiceNow CSM Support Developer to join our Technical Support Operations team. As a key member of our team, you will play a critical role in supporting users and driving future development requirements in the CSM product.
Key Responsibilities- Support and maintain ServiceNow CSM solutions, including catalog items, customizations, workflows, customer portal, agent workspace, and case management processes.
- Support user questions and issues, and help develop business processes, knowledge articles, and documentation to address frequently occurring user issues.
- Analyze reported issues to detect trends, research solutions through development changes or new software releases, and assist in story creation/refinement to address technical issues.
- Own support cases with ServiceNow from creation to resolution, and provide feedback on user experience issues, represent users in technical discussions, and provide feedback to users from the development team.
- Maintain an awareness of and research new ServiceNow capabilities, trends, architectures, and implementation techniques as they relate to the delivery of applications, integrations, and data.
- At least 5 years of relevant experience in software development, programming, testing, consulting, or supporting complex software applications.
- Bachelor's degree in Computer Science, Engineering, or related quantitative field.
- Experience in Technical Support or IT Support position.
- Ability to communicate with stakeholders and people of various technical backgrounds, think analytically, write, and edit technical material, and the ability to write and present clearly on technical matters in a business context.
- Knowledge of application development, data integration, database, database management, and/or user-interface design principles.
- Experience with data structures, algorithms, object-oriented design, and/or design principles.
- Ability to define, create, test, and execute on Technical Support Operations procedures.
- Ability to manage projects with technical risk at a team level.
We offer a comprehensive benefits package, including medical, prescription, dental, and vision plans, as well as a 401(k) plan, generous time away, and volunteer time off. We are committed to diversity and inclusion, and we believe our people make the difference.
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