- Design, develop, and implement ServiceNow CSM solutions including Case Management, Contact Management, and Service Operations.
- Configure and customize CSM applications such as case workflows, SLAs, entitlements, and customer portals.
- Develop and enhance case lifecycle management including intake, routing, escalation, and resolution processes.
- Implement and maintain Omnichannel capabilities (email, chat, virtual agents, and self-service portals).
- Configure Knowledge Management integration to enable efficient case resolution and self-service.
- Develop business rules, client scripts, Script Includes, UI policies, and Flow Designer workflows.
- Integrate ServiceNow CSM with external systems (CRM, ERP, contact center tools, and third-party applications) using REST/SOAP APIs.
- Implement and customize Service Portal / Employee Center / Customer Portal for enhanced user experience.
- Build and maintain reports, dashboards, and Performance Analytics to track customer service performance and KPIs.
- Collaborate with stakeholders to gather requirements and translate them into scalable ServiceNow CSM solutions.
- Provide L2/L3 support, troubleshoot issues, and continuously improve system performance and usability.
Desired Skills
Digital : ServiceNow_Customer Service Management | Service Now
Desired Candidate Profile
Qualifications : BACHELOR OF TECHNOLOGY
