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

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