- Experience in Design configure and customize ServiceNow Customer Service Management CSM module

- Must have experience in the design and implementation of the modules below :

a. Customer Service Management CSM Case Management Knowledge Management Agent Workspace CSM Portal Agent Mobile App configuration AWA Playbook Dashboards etc

b. ITSM

c. Custom Service Portal

- Extensive experience across the ServiceNow core platform security performance and compliance

- Extensive experience in third party integration RESTSOAP Other methods Integration Hub and Ebonding

- Experience with scripting in the ServiceNow platform using JS Business Rules Client Scripts UI Actions UI Pages Angular JS Jelly etc

- Experienced in collaborating with teams to understand their requirements and pain points translating them into functional specifications

- Conduct workshops and training sessions for end users to ensure successful adoption of the implemented solutions

- Perform system testing troubleshooting and issue resolution during the implementation phase

- Collaborate with technical teams to define integrations with other systems and applications ensuring seamless data flow

- Provide ongoing support to end users addressing their queries and issues related to the ServiceNow platform module

- Document processes configurations and solutions to create comprehensive user guides and training materials

- Excellent communication and interpersonal skills Strong ownership accountability and attention to detail in all work efforts

Preferred :

- Proficient in ServiceNow CMDB Agent workspace and virtual assistant

- Proficient in Implementation of ITSM module

- Relevant ServiceNow certifications eg ServiceNow Certified Implementation Specialist are a plus

- Exceptional leadership problem- solving critical thinking and communication skills

Mandatory Skills : ServiceNow CSM