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Must Have Technical/Functional Skills ServiceNow CSM, ServiceNow Platform, ServiceNow Scripting, Integration Experience Required 6 – 10 years Roles & Responsibilities 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 and requirements. Integration: Integrating ServiceNow CSM with other systems and applications, such as CRM (Customer Relationship Management) systems, ERP (Enterprise Resource Planning) systems, and third-party service providers, to streamline data exchange and automate processes. Workflow Automation: Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment. Custom Application Development: Building custom applications, modules, and portals within the ServiceNow platform to extend its capabilities and address specific c ustomer service needs. User Experience (UX) Design: Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform. Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement. #LI-CM
