Service Owner - CSM

Work Location: Gurgaon

Experience: 6 - 10 Years (Mid to Senior Level)

Job Description:

We are looking for a skilled ServiceNow Service Owner with strong hands-on experience in Customer Service Management (CSM) to support enterprise-level implementations. The role involves process understanding and cross-functional team collaboration to deliver optimized ServiceNow CSM solution aligned with client needs.

Key Responsibilities:

Must Have:

- Experience in Solution Designing and collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.

- Experience in Configuring ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.

- Experience in Integrating ServiceNow CSM with other systems e.g. CRM or ERP or third-party service providers.

- Experience in developing and implementing workflows to automate customer service processes in CSM Module.

- Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement.

- Experience in designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform.

- Hands on knowledge on Business Rules, Script Includes, Client Scripts, UI Policies.

- Hands on experience on Workspaces and its configurations.

- Experience in communication, documentation, and business stakeholder management.

Good to Have:

- Experience with REST/SOAP API integrations, including transforming data and building inbound/outbound interfaces.

- Scripting experience in Glide API.

- UI Builder development experience.

- Proficiency in building automation using Flow Designer and IntegrationHub.