Service now Architect (ATC)

Collaborate with business stakeholders to understand and document ServiceNow CSM implementation and enhancement requirements Design, configure, and customize ServiceNow CSM modules to meet business needs, leveraging best practices and industry standards Monitor customer service representative performance create and manage training programs for employees handle escalated customer complaints, and develop new strategies to improve the customer experience Manage the collaborative development and sustainment of best in-class processes to ensure customer satisfaction using reporting data to make informed business decisions regarding the Customer Service department