ServiceNow CSM Technical Lead

ServiceNow Customer Service Management (CSM) Technical Lead

The Technical Lead will lead teams in an Agile approach, design solutions, and ensure quality of delivery for the ServiceNow solution. Key Responsibilities:

• Collaborate with customer product owners to understand detailed requirements and design scalable solutions for implementation, test automation, and delivery to end customers.
• Contribute to the design and implementation of new products and features while enhancing the existing product suite.
• Integrate ServiceNow CSM with other systems and applications, such as CRM and ERP systems, to streamline data exchange and automate processes.
• Develop and implement workflows, business rules, and automation scripts to automate customer service processes, including incident management and problem management.
• Configure dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and Field Service Performance.
• Design intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform. Qualifications:
• 5 years of experience in ServiceNow CM Implementation as a CSM Implementation professional.
• Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.
• Certifications - ServiceNow CSA, Service Now CAD, ServiceNow CSM Implementation.
• Experience with Customer Service Management processes, including Case Management and Interactions.