Technical Expert
VOLKSWAGEN GROUP DIGITAL SOLUTIONS PRIVATE LIMITED · Pune · onsite · Posted 35d ago
Undisclosed6–11 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Join to Grow, Great work will eventually happen! #ShapingFutureTechnologists is our POV. If technology is your passion and innovation is your fuel, then this is your workplace. More than a Great Place to Work, we are a Great Place to Grow. And a growing list of new opportunities every single day. If you are an evolving technologist and require a greater playfield to influence the future of mobility, the Volkswagen Group invites you to join. We invite you to apply for the role, that promises to take the next leap in your career.
Job Role ServiceNow Customer Service Management (CSM)
Work Mode Hybrid
Key Responsibilities - Design and implement solutions within ServiceNow Customer Service Management (CSM) to streamline case handling, improve resolution times, and enhance customer satisfaction.
- Collaborate with business stakeholders to gather requirements, define objectives, and translate business needs into effective CSM configurations and workflows.
- Develop and maintain customer service processes using tools such as SLAs, Entitlements, Playbooks, Knowledge Management, and Escalation paths.
- Customize the Customer Service Portal and Virtual Agent experiences to deliver a seamless self-service and support journey for end users.
- Create and optimize dashboards and reports that track customer service performance, SLA adherence, and operational efficiency.
- Integrate ServiceNow CSM with other enterprise systems using Integration Hub and REST APIs to ensure data consistency and automation across platforms.
- Support system upgrades and change management, ensuring minimal disruption while maintaining platform stability and compliance with ServiceNow best practices.
- Provide training and support to internal teams and end users to maximize adoption and proper use of CSM features.
- Maintain platform documentation including solution designs, workflows, use cases, and training materials.
- Stay current with platform updates and new CSM capabilities, proactively recommending enhancements to align with evolving business goals.
Sourced from naukri
Skills
Customer ServiceAutomationServicenowcustomer satisfactionIntegration Hubworkflowsknowledge managementapisenterprise systemsChange ManagementSLAcompliance