Job description
What You'll Do:
- Collaborate closely with business stakeholders within the Customer Success team to understand their needs and translate them into technical requirements for CSM applications.
- Design, develop, configure, and implement ServiceNow CSM applications, including Incident Management, Problem Management, Change Management, and Knowledge Management modules.
- Automate workflows and processes to improve efficiency and enhance the customer support experience.
- Develop and maintain custom functionalities within the CSM platform using ServiceNow scripting languages (JavaScript, GlideScript) and APIs.
- Integrate ServiceNow CSM with external systems to ensure seamless data flow and create a unified support experience.
- Write clear and concise technical documentation for ongoing maintenance and knowledge transfer.
- Stay current on the latest ServiceNow CSM features, best practices, and module enhancements.
- Troubleshoot and resolve complex issues related to ServiceNow CSM functionalities.
- Leverage strong ServiceNow senior development experience to deliver robust, scalable solutions.
- Quickly learn and adapt to new ServiceNow modules such as CSM, and implement them as required by the business needs.
- Demonstrate expertise in API integrations to connect ServiceNow with various third-party systems, ensuring data consistency and process optimization.
- Exhibit proficiency in scripting to automate processes, improve user experience, and enhance platform functionality.
What You've Done:
- Proven experience as a ServiceNow Senior Developer, with extensive hands-on experience in CSM and related modules.
- Strong API integration skills, with the ability to integrate ServiceNow with external applications and services.
- In-depth knowledge of ServiceNow platform scripting (JavaScript, GlideScript) and configuration.
- Solid understanding of ITIL processes and their application within ServiceNow.
- Strong troubleshooting and problem-solving abilities.
- Excellent communication skills, capable of working closely with both technical and non-technical stakeholders.
Note:
- Even if you have strong ITSM experience and are not yet fully familiar with CSM, we encourage you to apply! The ideal candidate will have a passion for learning and growing within the ServiceNow CSM ecosystem.
Benefits:
We want you to be your best self and to pursue your passions!
- Benefits/programs to support holistic employee health
- Flexible hours and working schedules
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every location for all Phenoms!
