ServiceNow CSM SME/ Business Process Consultant

Job Summary: As a ServiceNow CSM SME/ Business Process Consultant, you will be responsible for understanding and documenting business requirements related to customer service processes and leveraging the ServiceNow platform to design, configure, and implement solutions that meet these requirements. You will collaborate with various stakeholders to ensure that the ServiceNow CSM implementation aligns with the organization's customer service goals and objectives.

Key Responsibilities

 

• Requirements Gathering: Work closely with business stakeholders to gather, document, and prioritize business requirements related to customer service processes.
• Solution Design: Translate business requirements into functional and technical specifications, ensuring alignment with ServiceNow CSM capabilities.
• Configuration and Customization: Configure and customize the ServiceNow platform to build solutions that support customer service processes and workflows.
• Testing and Quality Assurance: Develop and execute test plans to validate that the implemented solutions meet business requirements and are free of defects.
• User Training and Support: Provide training to end-users and support teams on using ServiceNow CSM features and functionalities.
• Change Management: Assist in change management efforts to ensure smooth adoption of ServiceNow CSM solutions within the organization.
• Documentation: Maintain detailed documentation of requirements, design, configurations, and best practices.
• Collaboration: Collaborate with ServiceNow administrators, developers, and other IT professionals to ensure successful implementation and ongoing support.
• Continuous Improvement: Identify opportunities for process improvement and optimization using the ServiceNow platform.
• Reporting and Analytics: Create and maintain reports and dashboards to monitor the performance of customer service processes.
  
   

Qualifications

Bachelor's degree in a relevant field (such as Information Technology, Business Administration, or a related discipline).

ServiceNow certification (e.g., Certified Implementation Specialist) is highly desirable.

8+ yrs of Proven experience and working with ServiceNow CSM or similar customer service management platforms.

Play an advisory role and help customer to understand the bottlenecks in the current product and help on the process improvements

Good experience in performance analytics

Strong analytical, problem-solving, and communication skills.

Ability to work independently and as part of a team, with excellent interpersonal skills.

Knowledge of ITIL (Information Technology Infrastructure Library) best practices is a plus.

Project management skills and experience managing ServiceNow CSM projects are advantageous.