ServiceNow Lead - CSM Module (8-11 yrs)

Job Title : ServiceNow Customer Service Management (CSM) Lead

Experience Level : 8+ Years

Location : Coimbatore / Hyderabad / Remote (Flexible)

Immediate joiner / who can join us with 15 to 20 days is preferred.

Job Description :

We are looking for an experienced ServiceNow CSM Lead with a strong background in Customer Service Management (CSM), Scripting, and Integration to lead and drive the implementation of CSM solutions for our clients. As a ServiceNow CSM Lead, you will play a key role in designing, developing, and deploying ServiceNow solutions, leading a team of developers, and ensuring that all customer service processes are optimized to meet business needs.

Key Responsibilities :

ServiceNow CSM Implementation :

- Lead the end-to-end implementation of ServiceNow CSM solutions, including requirements gathering, design, development, and deployment.

- Work closely with business stakeholders to define CSM processes, workflows, and ensure the solutions meet their requirements.

- Provide guidance and best practices for configuring ServiceNow CSM modules (Incident, Request, Case Management, etc.).

- Design and configure service catalogues, knowledge bases, and customer portals to enhance customer experience.

Scripting and Customization :

- Write and maintain server-side and client-side scripts using JavaScript, Glide scripting, and UI Actions to meet business requirements.

- Customize ServiceNow workflows, and business rules, and create scripted solutions for complex use cases.

- Provide hands-on technical leadership and expertise in scripting for the ServiceNow platform, ensuring high-quality, efficient code.

Integrations :

- Lead the design and implementation of integrations between ServiceNow CSM and third-party systems using REST, SOAP, and MID Server technologies.

- Work with various APIs to connect external systems such as CRM, ERP, and other business applications to ServiceNow.

- Troubleshoot and resolve integration issues, ensuring data accuracy and flow across platforms.

Team Leadership and Mentoring :

- Lead a team of developers and collaborate with other teams to ensure the successful delivery of CSM solutions.

- Provide mentorship and guidance to junior developers, ensuring they follow best practices in coding and design.

- Coordinate with other technical teams to align on the architecture and ensure smooth integration across ServiceNow modules.

Stakeholder Management :

- Liaise with business users, product owners, and stakeholders to understand customer service requirements and translate them into effective solutions.

- Provide regular updates to management regarding the progress of CSM implementation and any issues.

- Ensure all documentation is maintained accurately for both the development process and end-user training.

Continuous Improvement :

- Stay up to date with the latest ServiceNow CSM features and best practices, ensuring the platform is used to its fullest potential.

- Identify areas for process improvement and optimization to enhance the customer service experience.

- Recommend and implement changes that streamline workflows and improve system performance.

Required Qualifications :

- Experience : Minimum of 8 years of experience in ServiceNow development, with at least 3+ years in ServiceNow CSM.

Technical Skills :

- Strong expertise in ServiceNow CSM modules (Incident Management, Case Management, Service Requests, Knowledge Management, etc.).

- Extensive experience in scripting on the ServiceNow platform (JavaScript, GlideScript, Business Rules, UI Actions, Script Includes, etc.).

- Hands-on experience with ServiceNow integrations (REST, SOAP, and MID Server).

- Experience in ServiceNow Service Portal development and customization.