ServiceNow

Job Description

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 improvement

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