ServiceNow CSM Developer(RARR Job 5346)

Job Description:

We are seeking a talented ServiceNow CSM (Customer Service Management) Developer to join our team and play a key role in enhancing our customer service capabilities through the ServiceNow platform. In this role, you will be responsible for designing, developing, and implementing solutions to streamline and optimize customer service processes. The ideal candidate will have a strong background in ServiceNow development, particularly in the CSM module, along with excellent problem-solving skills and a customer-centric mindset.

Responsibilities:

• Collaborate with stakeholders to understand business requirements and translate them into technical solutions within the ServiceNow CSM module.
• Design and develop ServiceNow CSM applications, workflows, and automation to improve customer service delivery and efficiency.
• Customize and configure ServiceNow CSM features such as case management, self-service portals, knowledge management, and customer surveys.
• Integrate ServiceNow CSM with other systems and applications to provide a seamless customer experience.
• Develop and maintain ServiceNow CSM dashboards, reports, and analytics to monitor key performance metrics and identify areas for improvement.
• Implement best practices for managing customer interactions, including incident management, problem management, and service request fulfillment.
• Conduct thorough testing and debugging of ServiceNow CSM solutions to ensure quality and reliability.
• Provide technical support and assistance to end users and stakeholders as needed.
• Stay up-to-date on the latest ServiceNow CSM features, functionalities, and industry trends.
• Document technical designs, configurations, and procedures for knowledge sharing and training purposes.
• Provide L3 support for CSM and related ServiceNow modules.
• Troubleshoot and resolve issues related to performance, configuration, and data integrity.
• Monitor system health and ensure platform stability and scalability.
• Maintain technical documentation and support knowledge base articles.
• Collaborate with platform support teams for upgrades, patching, and enhancements.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 3+ years of experience as a ServiceNow CSM Implementation Specialist, with a focus on enterprise-level solutions.
• Proven experience as a ServiceNow Developer with a focus on the CSM module.
• CSA, CAD, CIS-CSM certification is preferred but not mandatory.
• Strong proficiency in JavaScript, HTML, CSS, and other web development technologies.
• Experience customizing and configuring ServiceNow CSM applications, workflows, and user interfaces.
• Knowledge of IT service management (ITSM) principles and practices, particularly in a customer service context.
• Experience with ServiceNow integrations using REST, SOAP, MID Server, and other integration methods.
• Excellent analytical and problem-solving skills, with a focus on delivering customer-centric solutions.
• Strong communication and collaboration skills, with the ability to work effectively in a team environment.
• Ability to manage multiple priorities and deliver high-quality results in a fast-paced environment.