ServiceNow Senior Architect at OCT Consulting shaping technology solutions for federal clients. Leading design, implementation, and customization of ServiceNow solutions to meet operational needs.
About the role
- Software Engineering Developer implementing ServiceNow CSM and FSM solutions tailored to customer requirements at Kyndryl. Collaborating with teams to enhance customer service quality.
Responsibilities
- Develop and implement ServiceNow CSM, FSM, and other modules from initiation to completion, tailored to meet customer requirements.
- 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.
- Write and update scripts (JavaScript) across various modules to develop rules, workflows, APIs, and integrations.
- Create and manage case management workflows for efficient issue resolution.
- Create and manage knowledge bases to support self-service and enhance support efficiency.
- Create, execute, and evaluate customer feedback surveys to maintain consistent service enhancement.
- Manage multiple communication channels for a seamless customer experience.
- Implement customer service best practices to enhance service quality and ensure customer satisfaction.
- Enhance field service processes from dispatching to tracking and reporting.
Requirements
- 8+ Years of hands-on experience in ServiceNow development.
- 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and omnibus-channel processes.
- Experience in developing and implementing ServiceNow FSM solutions, particularly focusing on work orders, tasks, scheduling, and resource management.
- Completion of Customer Service Management (CSM) Professional Plus Suite.
- CIS-CSM (Certified Implementation Specialist - Customer Service Management) certification preferred.
Benefits
- Flexible working hours
- Professional development opportunities
- Company-wide volunteering and giving platform
- Health insurance
- 401(k) matching
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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