Overview

Exp: 8+ Years

Mode: Remote

Engagement Type - Time & Material (its not a freelance requirement; we can expect 160 hrs & 20 days in month)

Key Responsibilities

• Lead implementation and enhancement projects around ServiceNow CSM/CRM.
• Gather business requirements and translate them into ServiceNow solutions.
• Configure and customize:
  • Customer Service Management
  • Case Management
  • Customer/Consumer Accounts
  • Contacts and Users
  • Case Assignment and Routing
  • Customer Service Portals
  • Knowledge Management
  • Service Catalog
  • SLAs and Entitlements
• Design customer service workflows and automation using Flow Designer.
• Configure Omnichannel Customer Service capabilities.
• Work with Customer/Partner portals and self-service capabilities.
• Design and implement integrations with CRM, ERP and other enterprise applications.
• Develop REST/SOAP/API integrations and work with IntegrationHub.
• Configure dashboards, reports and customer service KPIs.
• Work closely with business stakeholders, product owners and technical teams.
• Perform technical/functional analysis and provide recommendations for improving existing CSM processes.
• Support testing, deployment, troubleshooting and production issues.
• Provide technical guidance to junior developers/consultants.

Required Skills

• 7+ years of ServiceNow experience.
• Strong hands-on experience with ServiceNow CSM.
• Strong understanding of CRM and Customer Service processes.
• Experience with Case Management, Accounts, Contacts, Customers and Consumer services.
• Strong experience with ServiceNow configuration and customization.
• JavaScript / Glide scripting.
• Business Rules, Client Scripts, UI Policies and UI Actions.
• Flow Designer and IntegrationHub.
• REST/SOAP APIs and third-party integrations.
• ServiceNow Portal / Employee & Customer Service experiences.
• Strong understanding of ServiceNow data model and security/ACls.