Develop and customize ServiceNow CSM solutions, including CSM Workspaces, Service Portals, case management, entitlements, SLAs, account and contact management. Lead implementations, integrations with ITSM and related modules, Knowledge Management initiatives, troubleshooting, maintenance, and performance optimization. Translate business requirements into scalable technical solutions while maintaining platform integrity and service delivery standards.
Summary
We are seeking a highly skilled Servicenow CSM Developer to join our IT Services team. In this pivotal role, you will be responsible for architecting, implementing, and customizing the Customer Service Management (CSM) module to enhance our service delivery capabilities. The ideal candidate will possess deep expertise in CSM Workspaces and Service Portals, ensuring a seamless experience for both customers and agents. This position is critical for driving operational efficiency through advanced case management, entitlements, and SLA configurations, while also integrating with broader ITSM and ITOM ecosystems to support a unified service strategy.
Responsibilities
- Design and develop customized CSM Workspaces and Service Portals to meet specific business requirements.
- Lead end-to-end CSM implementation projects, including system configuration, customization, and deployment.
- Manage complex case lifecycles, ensuring accurate tracking and resolution through robust Case Management workflows.
- Configure and maintain entitlements and Service Level Agreements (SLAs) to guarantee compliance with service standards.
- Oversee Account and Contact Management structures to maintain data integrity and support customer interactions.
- Integrate CSM with complementary modules such as ITSM, ITOM, ITAM, HRSD, SPM, or SecOps to create a cohesive service platform.
- Implement Knowledge Management solutions to facilitate information sharing and improve self-service options.
- Perform ongoing system maintenance, troubleshooting, and performance optimization to ensure high availability.
Requirements
Requirements:
- Minimum of 6 to 7 years of professional experience within the IT Services sector.
- Proven expertise in Servicenow CSM Workspaces and Service Portals development.
- Strong proficiency in Knowledge Management, ITSM, and ITOM/ITAM/HRSD/SPM/SecOps modules (demonstrated experience in at least two of these areas is required).
- Extensive hands-on experience with CSM Implementation and Customization projects.
- Deep understanding of Case Management processes, Entitlements logic, and SLA management.
- Solid background in Account and Contact Management configurations.
- Ability to translate business needs into technical solutions while adhering to industry best practices.
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