Job Title: ServiceNow Customer Service Management (CSM) Lead

Experience Level: 8+ Years

Location: Coimbatore / Hyderabad / Remote (Flexible)

Immediate joiner / who can join us with 15 to 20 days is preferred.

Job Description:

We are looking for an experienced ServiceNow CSM Lead with a strong background in Customer Service Management (CSM), Scripting, and Integration to lead and drive the implementation of CSM solutions for our clients. As a ServiceNow CSM Lead, you will play a key role in designing, developing, and deploying ServiceNow solutions, leading a team of developers, and ensuring that all customer service processes are optimized to meet business needs.

Key Responsibilities:

ServiceNow CSM Implementation:

Lead the end-to-end implementation of ServiceNow CSM solutions, including requirements gathering, design, development, and deployment.

Work closely with business stakeholders to define CSM processes, workflows, and ensure the solutions meet their requirements.

Provide guidance and best practices for configuring ServiceNow CSM modules (Incident, Request, Case Management, etc.).

Design and configure service catalogues, knowledge bases, and customer portals to enhance customer experience.

Scripting and Customization:

Write and maintain server-side and client-side scripts using JavaScript, Glide scripting, and UI Actions to meet business requirements.

Customize ServiceNow workflows, and business rules, and create scripted solutions for complex use cases.

Provide hands-on technical leadership and expertise in scripting for the ServiceNow platform, ensuring high-quality, efficient code.

Integrations:

Lead the design and implementation of integrations between ServiceNow CSM and third-party systems using REST, SOAP, and MID Server technologies.

Work with various APIs to connect external systems such as CRM, ERP, and other business applications to ServiceNow.

Troubleshoot and resolve integration issues, ensuring data accuracy and flow across platforms.

Team Leadership and Mentoring:

Lead a team of developers and collaborate with other teams to ensure the successful delivery of CSM solutions.

Provide mentorship and guidance to junior developers, ensuring they follow best practices in coding and design.

Coordinate with other technical teams to align on the architecture and ensure smooth integration across ServiceNow modules.

Stakeholder Management:

Liaise with business users, product owners, and stakeholders to understand customer service requirements and translate them into effective solutions.

Provide regular updates to management regarding the progress of CSM implementation and any issues.

Ensure all documentation is maintained accurately for both the development process and end-user training.

Continuous Improvement:

Stay up to date with the latest ServiceNow CSM features and best practices, ensuring the platform is used to its fullest potential.

Identify areas for process improvement and optimization to enhance the customer service experience.

Recommend and implement changes that streamline workflows and improve system performance.

Required Qualifications:

Experience: Minimum of 8 years of experience in ServiceNow development, with at least 3+ years in ServiceNow CSM.

Technical Skills:

Strong expertise in ServiceNow CSM modules (Incident Management, Case Management, Service Requests, Knowledge Management, etc.).

Extensive experience in scripting on the ServiceNow platform (JavaScript, GlideScript, Business Rules, UI Actions, Script Includes, etc.).

Hands-on experience with ServiceNow integrations (REST, SOAP, and MID Server).

Experience in ServiceNow Service Portal development and customization.