Servicenow Developer / Lead CSM + Order Manangement

Roles & Responsibilities

• 5+ years of experience in implementing or architecting ServiceNow solutions
• Experience in designing, configuring, and customizing the ServiceNow Customer Service Management (CSM) module
• Must have experience in the design and implementation of the following modules:
• Customer Service Management (CSM): Case Management, Knowledge Management, Agent Workspace, CSM Portal, Agent Mobile App Configuration, AWA, Playbook, Dashboards, etc.
• ITSM
• Custom Service Portal
• Extensive experience across the ServiceNow core platform, including security, performance, and compliance
• Extensive experience in third-party integrations using REST, SOAP, and other methods, including Integration Hub and E-bonding
• Experience with scripting in the ServiceNow platform using:
• JavaScript, Business Rules, Client Scripts, UI Actions, UI Pages, AngularJS, Jelly, etc.
• Experienced in collaborating with teams to understand their requirements and pain points, translating them into functional specifications
• Conduct workshops and training sessions for end-users to ensure successful adoption of the implemented solutions
• Perform system testing, troubleshooting, and issue resolution during the implementation phase
• Collaborate with technical teams to define integrations with other systems and applications, ensuring seamless data flow
• Provide ongoing support to end-users, addressing their queries and issues related to the ServiceNow platform/module
• Document processes, configurations, and solutions to create comprehensive user guides and training materials
• Excellent communication and interpersonal skills
• Strong ownership, accountability, and attention to detail in all work efforts

Preferred Qualifications

• Proficient in ServiceNow CMDB, Agent Workspace, and Virtual Assistant
• Proficient in implementation of the ITSM module
• Relevant ServiceNow certifications (e.g., ServiceNow Certified Implementation Specialist) are a plus
• Exceptional leadership, problem-solving, critical thinking, and communication skills