Nuviso Networks - ServiceNow CSM Consultant

Description :

Experience Range : 4 to 9 Years

Work Location : BCE Office, Electronic City, Bangalore

Work Timing : Flexible working hours (2 PM to 11 PM IST)

Mandatory Availability : 6 : 30 PM to 10 : 30 PM IST to collaborate with the Client team

Work Culture : Hybrid (2 Days Office)

Key Capabilities :

- Case Management : Tracks and resolves customer issues.

- Omni-channel Support : Email, chat, phone integration.

- Self-service Portals : Customers can resolve issues independently.

- Playbooks & Workflows : Guide agents through resolution steps.

- SLA Management : Ensures timely responses and resolutions.

Key Skills :

- Case Management and Workflows

- Omni-channel integrations (email, chat, phone)

- Customer Portal and UI customization

- SLA, notifications, and escalation management

- Playbooks and Engagements

- Integration with CRM systems

- Knowledge of Virtual Agent and AI Search

- Reporting and Performance Analytics