CSM Solution Design and Development :

- Collaborate with stakeholders to understand business requirements and translate them into effective CSM solutions.

- Design and develop customizations, enhancements, and integrations within the ServiceNow CSM module.

- Provide support to the ongoing CSM project, rolled out to multiple countries.

- Create technical specifications, workflows, scripts, and other necessary artifacts for CSM development projects.

Process Improvement :

- Identify areas for process improvement within the customer service operations and leverage the ServiceNow platform to implement efficient solutions.

- Optimize existing CSM processes to enhance customer satisfaction and service delivery.

Customization and Configuration :

- Configure CSM components such as service catalog, knowledge base, incident management, case management, and other relevant functionalities.

- Customize user interfaces, forms, and reports to align with business requirements.

Technical Leadership :

- Provide technical guidance and mentorship to junior developers and team members.

- Stay updated with the latest ServiceNow features, releases, and best practices related to CSM development.

Documentation and Reporting :

- Document technical designs, processes, and solutions to ensure knowledge sharing and maintain a repository of development artifacts.

- Generate reports and dashboards to track CSM performance and monitor key metrics.

Quality Assurance :

- Perform thorough testing, debugging, and troubleshooting of CSM solutions to ensure high-quality deliverables.

- Collaborate with QA teams to validate the functionality and performance of developed features.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.

- Proven experience as a ServiceNow Developer with a focus on Customer Service Management (CSM) module.

- In-depth knowledge of ServiceNow architecture, platform capabilities, and CSM best practices.

- Proficiency in JavaScript, HTML, CSS, and other relevant web technologies for ServiceNow development.

- Experience with REST and SOAP integrations, as well as third-party API integrations.

- Strong understanding of ITIL processes, especially within the customer service domain.

- Excellent problem-solving skills and the ability to analyze complex business requirements.

- Effective communication skills to collaborate with both technical and non-technical stakeholders.

- ServiceNow certification(s) related to CSM development is a strong plus.