Job Description
Role: ServiceNow CSM Developer
6 months with possible extensions
EST / CST Zones
Role Overview: The ServiceNow CSM Developer will be responsible for designing, developing, and delivering scalable Customer Service Management (CSM) solutions on the ServiceNow platform. This role requires technical expertise along with the ability to understand business needs and translate them into effective ServiceNow solutions.
- Key Responsibilities:
- Design, develop, and implement scalable ServiceNow CSM solutions aligned with business and customer experience goals.
- Manage end-to-end ServiceNow CSM implementations, enhancements, and support activities.
- Provide overall architecture and design guidance for CSM implementations.
- Lead one large-scale Customer Service Management project migration.
- Establish governance, best practices, and standards for ServiceNow CSM configurations and data models.
- Optimize platform performance and ensure proper configuration controls.
- Integrate CSM with ITSM processes and ensure smooth cross-functional workflows.
- Conduct process mapping, gap analysis, and drive continuous improvement initiatives.
- Required Experience & Skills:
- Hands-on experience with ServiceNow Portal, Catalog, Flow Designer, Workflow Editor.
- Deep understanding of ServiceNow CSM and best practices.
- Experience in large-scale CSM project migration.
- Strong understanding of ITSM processes and integrations.
- Experience in process mapping, gap analysis, and service improvement.Customer Service Managemen
Good to Have:
ServiceNow certifications (CSA, CIS-CSM, CAD, etc.).
Experience working in Agile environments.
Strong communication and stakeholder management skills.
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