ServiceNow Senior Developer - CSM

ServiceNow Senior Developer CSM

Bangalore

Permanent Full Time | Work Profile- Hybrid (Work from Office/Hybrid/Mobile)

7+ Years

We are seeking a highly skilled and experienced developer 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. Proficient in developing and refining case management processes to improve service delivery and operational performance

• Case Management: Develop and maintain case management workflows, ensuring efficient issue resolution and tracking.
• Knowledge Management: Create and manage knowledge bases to facilitate self-service and enhance support efficiency.
• Surveys: Design, implement, and analyze customer feedback surveys for continuous service improvement.
• Omni-Channel: Integrate and manage multiple communication channels to deliver a seamless customer experience.
• Customer Service Principles: Apply customer service best practices to improve overall service quality and customer satisfaction.
• Customer Journey Mapping: Map and analyze customer journeys to identify pain points and opportunities for improvement.

Required

• Experience: 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and omni-channel processes.
• Technical Expertise: Proficiency in ServiceNow technologies including Flow Designer, REST, JavaScript, HTML, and CSS.
• Certifications: ServiceNow Certified System Administrator, CSM Implementor.

Preferred Qualifications

• Experience in Customer Service: Prior experience in customer service roles, understanding customer service principles and practices.
• Customer-Oriented Mindset: A strong focus on customer satisfaction and the ability to think from the customer's perspective.