ServiceNow Architect - CSM Implementation

Position Title : ServiceNow Architect

Experience : 10+ Years

Shift Timings : 2:00PM to 11:00 PM IST.

Location : Remote

Mandatory Skills & Responsibilities :

- 10+ years of experience in ServiceNow Implementation Projects. Passionate about technologies and ServiceNow in particular.

- Mandatory recent experience in CSM (Customer Service Management) implementation and support projects.

- Involve as Lead developer & Architect in ServiceNow projects.

- Coordinate with client and team members and ensure there are no gaps in understanding the requirements.

- Understand the functional and technical requirements of the application.

- Participate in design discussions. Offer technical and functional suggestions for enhancing the application.

- Discuss with the client every day, understand and document the requirements. Develop solutions accordingly.

- Participate in SCRUM meetings every day. Implement SCRUM practices in the team.

- Excellent communication and analytical skills

- Have exposure to 3CLogic telephony system integrated with ServiceNow. Coordinate with 3Clogic team in fixing issues.

- Manages implementation of ServiceNow Upgrade. Ensure existing functionalities are not impacted with upgrades.

- Provide new access for new hires (ServiceNow and 3CLogic)

- Manage the ServiceNow and 3CLogic License allotments.

- Implementing eBonding, and client requests for enhancements or changes to ServiceNow

- Implement Ticket Category changes and requests from Operations team.

- IVR Management and creation in 3CLogic. Coordinate with 3CLogic team.

- Reports and Dashboard Management ServiceNow and 3CLogic.

- Foundation Data Management

- Testing code fixes/updates and new rollout before moving to production.

- Chat functionality in ServiceNow (Virtual Agent)

- Be the point person for new support desk rollout of client onboarding. Instance creation and data structure creation for the new client.

- Create backlog of requirements. Prioritize for implementing. Project Management.

- Coordinate and lead ServiceNow developers.

- Act as a point-person for clients and client users. Receive requirements. Prioritize Requirements. Plan rollouts.

- Manage inbound Email integration into ServiceNow

- Identify opportunity to increase efficiency in reporting, data collection, or functionality.

Technical Skills :

- Strong experience in ServiceNow platform - particularly CSM and ITSM applications.

- Experience with 3CLogic integration with ServiceNow.

- Good to have - Community Badges/ Rank level.

- Good to have - Micro Certification on Virtual Agent, Performance Analytics & Integration Hub.

Education & Certifications :

- Bachelors degree in computer science or related discipline.

- Certifications in ServiceNow CSA, CAD or CIS-CSM.