ServiceNow Technical Solutions Specialist

Job Description

As a ServiceNow CSM Technical Architect, you will play a key role in designing and implementing solutions using the Customer Service Management (CSM) module. Your primary responsibility will be to ensure that customer requirements are met through fit-gap analysis of out-of-the-box CSM capabilities.

To excel in this position, you should have a good understanding of the CSM data model, including products, contracts, contacts, and accounts. Additionally, you should be familiar with business models such as B2B and B2C.

Hands-on experience with CSM workspaces, Service Portal, and Virtual Agent is essential. You should also be proficient in Flow Designer, UI Builder, and other related tools. Furthermore, your expertise in custom application design based on CSM modules, workflow customizations, and UI customizations will be highly valued.

Advanced Work Assignment and integration with ServiceNow are important aspects of this role. You should have exposure to ServiceNow integrations, including Custom and Integration Hub. Experience with other ServiceNow modules, such as Sourcing & Procurement, HRSD, CMDB, Hardware, Software Asset Management, Discovery, Service Mapping, and Event Management, is beneficial but not required.

Responsibilities:

• Design and implement solutions using the CSM module
• Perform fit-gap analysis of customer requirements
• Develop custom applications based on CSM modules
• Implement workflow and UI customizations
• Integrate with ServiceNow and other relevant tools