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.
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