ServiceNow Customer Service Management Technical Lead

Must Have Technical/Functional Skills

ServiceNow CSM, ServiceNow Platform, ServiceNow Scripting, Integration

Experience Required

6 – 10 years of experience in ServiceNow CSM, ServiceNow Platform, ServiceNow Scripting, and Integration

Solution Design:

• Collaborate with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.
• Configuration and Customization: Configure ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.
• Integration: Integrate ServiceNow CSM with other systems and applications, such as CRM (Customer Relationship Management) systems, ERP (Enterprise Resource Planning) systems, and third-party service providers, to streamline data exchange and automate processes.
• Workflow Automation: Develop and implement workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment.
• Custom Application Development: Build custom applications, modules, and portals within the ServiceNow platform to extend its capabilities and address specific customer service needs.
• User Experience (UX) Design: Design intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform.
• Reporting and Analytics: Configure dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement.

Tata Consultancy Services is seeking a skilled technical lead to join our team in Cary, US. As a technical lead, you will be responsible for designing, configuring, and implementing ServiceNow solutions to meet the evolving needs of our customers.