Role- Senior Technical Consultant
Shifts- UK Shift-2 PM to 11 PM
Skills:-ServiceNow Consultant – Customer Service Management (CSM), CSM Portal & ITSM.
Exp- 5 to 7 years of overall ServiceNow implementation experience.
Job Summary
We are seeking an experienced ServiceNow Consultant with strong expertise in Customer Service Management (CSM), CSM Portal development, and IT Service Management (ITSM). The ideal candidate will be responsible for designing, configuring, customizing, and implementing ServiceNow solutions that improve customer experience and streamline service operations.
Key Responsibilities
ServiceNow CSM
- Design and implement ServiceNow CSM solutions based on business requirements.
- Configure Customer Service Management modules including:
- Case Management
- Account and Contact Management
- Consumer Service Management
- Entitlements and Contracts
- Service Operations Workspace
- Knowledge Management
- Configure and optimize Agent Workspace and Customer Service Workspace.
- Implement case routing, assignment rules, SLAs, and escalation processes.
CSM Portal / Service Portal
- Develop and customize CSM Portal and Service Portal components.
- Create custom widgets, pages, themes, and reusable portal components.
- Integrate portal functionality with backend ServiceNow applications.
- Enhance customer self-service capabilities through:
- Knowledge Base
- Virtual Agent
- Catalog Requests
- Case Creation and Tracking
- Ensure responsive and user-friendly portal experiences.
ITSM
- Configure and support ITSM processes including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Service Catalog
- Knowledge Management
- Implement workflow automation using Flow Designer and IntegrationHub.
- Design SLA and Operational Level Agreement (OLA) configurations.
- Support CMDB and service mapping initiatives.
