ServiceNow Tech Lead - CSM

About the role

We are seeking a highly skilled and experienced Senior Tech Lead specializing in ServiceNow CSM Module. The ideal candidate will have over 7 years of experience in ServiceNow and 3 years in CSM modules for Case Management. Certified in ServiceNow, with a proven track record in leading teams, implementing CSM solutions, and optimizing case management processes to enhance customer service and operational efficiency.

Key Responsibilities

• Team Leadership: Lead and mentor a team of CSM professionals, providing guidance and support to ensure successful project delivery and professional growth.
• Case Management: Oversee the design and implementation of case management workflows, ensuring efficient issue resolution and incident tracking.
• Knowledge Management: Develop and maintain comprehensive knowledge bases to support self-service and improve customer support efficiency.
• Surveys: Design, deploy, and analyze customer feedback surveys to track satisfaction and drive continuous improvement.
• Omni-Channel: Integrate and manage multiple communication channels (e.g., email, chat, phone) to create a seamless and consistent customer experience across all touchpoints.
• Customer Service Principles: Champion best practices and principles of customer service to enhance service quality and customer satisfaction.
• Customer Journey Mapping: Map and analyze customer journeys to identify pain points, enhance user experience, and implement improvements aligned with customer needs.

Required Skills

• Experience: 8+ years in consulting, with a proven track record in implementing ServiceNow CSM solutions, focusing on case management, knowledge management, surveys, and omni-channel.
• Technical Expertise: Proficient in ServiceNow technologies including Flow Designer, REST, JavaScript, HTML, CSS, etc.
• Certifications: ServiceNow Certified System Administrator, CSM Implementor.
• Leadership Skills: Proven experience in leading and managing teams, with strong interpersonal and communication skills.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
• Project Management: Experience in managing ITSM projects from inception to completion, ensuring timely delivery and quality outcomes.
• Education: Bachelor’s degree in computer science, Information Technology, or a related field; advanced degrees are a plus.

Preferred Qualifications:

• ServiceNow Certification: ServiceNow Certified System Administrator or other relevant certifications.
• Process Improvement: Experience in process improvement methodologies such as Lean or Six Sigma.
• Integration Experience: Experience integrating ServiceNow with other enterprise systems.