Sourcebae
Website:
sourcebae.com
Job details:
Servicenow Expert
Exp - 6 to 10 Years
Location - Indore and Pune
Indore - Onsite (5 Days)
Pune - Hybrid 3 Days
Notice Period - April Joiners
Please find the Job Description below:
We are seeking a highly skilled and experienced Senior ServiceNow Expert with a strong background in developing solutions within the Customer Service Management (CSM) module. The ideal candidate will have a deep understanding of ServiceNow architecture, CSM processes, and will be responsible for designing, implementing, and maintaining advanced CSM solutions to enhance our customer service operations.
Responsibilities:
CSM Solution Design and Development:
* Collaborate with stakeholders to understand business requirements and translate them into effective CSM solutions.
* Design and develop customizations, enhancements, and integrations within the ServiceNow CSM module.
* Provide support to the ongoing CSM project, rolled out to multiple countries.
* Create technical specifications, workflows, scripts, and other necessary artifacts for CSM development projects.
Process Improvement:
* Identify areas for process improvement within the customer service operations and leverage the ServiceNow platform to implement efficient solutions.
* Optimize existing CSM processes to enhance customer satisfaction and service delivery.
Customization and Configuration:
* Configure CSM components such as service catalog, knowledge base, incident management, case management, and other relevant functionalities.
* Customize user interfaces, forms, and reports to align with business requirements.
Technical Leadership:
* Provide technical guidance and mentorship to junior developers and team members.
* Stay updated with the latest ServiceNow features, releases, and best practices related to CSM development.
Documentation and Reporting:
* Document technical designs, processes, and solutions to ensure knowledge sharing and maintain a repository of development artifacts.
* Generate reports and dashboards to track CSM performance and monitor key metrics.
Quality Assurance:
* Perform thorough testing, debugging, and troubleshooting of CSM solutions to ensure high-quality deliverables.
* Collaborate with QA teams to validate the functionality and performance of developed features.
Qualifications:
* Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.
* Proven experience as a ServiceNow Developer with a focus on Customer Service Management (CSM) module.
* In-depth knowledge of ServiceNow architecture, platform capabilities, and CSM best practices.
* Proficiency in JavaScript, HTML, CSS, and other relevant web technologies for ServiceNow development.
* Experience with REST and SOAP integrations, as well as third-party API integrations.
* Strong understanding of ITIL processes, especially within the customer service domain.
* Excellent problem-solving skills and the ability to analyze complex business requirements.
* Effective communication skills to collaborate with both technical and non-technical stakeholders.
* ServiceNow certification(s) related to CSM development is a strong plus.
Click on Apply to know more.