ServiceNow_Customer Service Management

Job Role - ServiceNow- Customer Service Management

Exp-7-12 Years

Location- Noida/Gurugram/Chennai

Job Type - Permanent

Responsibilities:

Design, develop, configure, and implement ServiceNow CSM solutions.

Configure Case Management, Customer Service Processes, Entitlements, and SLA Management.

Develop and customize ServiceNow applications using JavaScript, Business Rules, UI Policies, Client Scripts, Script Includes, and Flow Designer.

Implement Customer Service Portals, Catalogs, and Self-Service capabilities.

Integrate ServiceNow with internal and external systems using REST, SOAP APIs, and Integration Hub.

Configure Knowledge Management, Communities, and Customer Interaction Management.

Develop reports, dashboards, KPIs, and performance analytics.

Work closely with business stakeholders to gather requirements and translate them into technical solutions.

Participate in service design workshops, solution architecture discussions, and sprint planning activities.

Perform unit testing, UAT support, deployment, and post-production support.

Troubleshoot platform issues and provide performance optimization recommendations.

Follow ITIL best practices and ServiceNow development standards.