ServiceNow CSM Technical Lead Specialist

4 weeks ago


Cary, North Carolina, United States TEPHRA Full time
Job Title: ServiceNow CSM Technical Lead Specialist

About TEPHRA:
Tephra is a forward-thinking organization that prioritizes innovation and excellence in delivering cutting-edge solutions to our clients. As a ServiceNow CSM Technical Lead, you will be part of a dynamic team that thrives on collaboration and problem-solving.

Salary Estimate: $120,000 - $150,000 per year based on location and experience.

Job Description:
The Technical Lead will oversee the implementation of ServiceNow Customer Service Management (CSM) solutions, ensuring seamless integration with existing systems and applications. Key responsibilities include:
  • Collaborating with customers to design scalable solutions for implementation, test automation, and delivery.
  • Contribution to the design and implementation of new products and features while enhancing the existing product suite.
  • Integration: Integrating ServiceNow CSM with other systems and applications, such as CRM and ERP systems, to streamline data exchange and automate processes.
  • Workflow Automation: Developing and implementing workflows, business rules, and automation scripts to automate customer service processes.
  • Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance.
  • Solution Design: Collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.
  • Configuration and Customization: Configuring ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes.

Qualifications:
To be successful in this role, you should have:
  • A minimum of 5 years of experience in ServiceNow CM implementation as a CSM Implementation.
  • Bachelor's degree in Information Technology, Computer Science, or related field, or relevant years of experience.
  • Certifications in ServiceNow CSA, CAD, and CSM Implementation.
  • Experience with Customer Service Management processes, including Case Management and Interactions.
  • Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.


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