Job Title: ServiceNow CSM Consultant Location: RemoteJob Type: Full-timeExperience Level: Mid-Senior/Senior Industry: IT Services / Customer Service Management Company: TechnozisJob Summary: We are seeking an experienced ServiceNow Customer Service Management (CSM) Consultant to implement and optimize CSM solutions, enhancing customer experiences and streamlining service operations. The ideal candidate will have expertise in Case Management, Virtual Agent, Customer Portal, Knowledge Management, and Workflow Automation, along with strong integration and reporting skills. Key Responsibilities: - Design, configure, and implement ServiceNow CSM modules (Case Management, Customer Portal, Knowledge Management, Virtual Agent, etc.). - Work closely with business stakeholders to align CSM capabilities with customer service objectives. - Automate customer service workflows, self-service portals, and case routing. - Ensure data integrity, security, and compliance within the CSM platform. - Integrate ServiceNow CSM with CRM, ERP, and third-party applications. - Develop dashboards and reports to track service performance and customer satisfaction. - Provide training and documentation to customer service teams. Required Skills & Qualifications: - 3+ years of experience with ServiceNow Customer Service Management (CSM). - Strong knowledge of customer service workflows, ITSM, and process automation. - Experience with ServiceNow platform customization, scripting (JavaScript, Glide API), and integrations (REST/SOAP APIs). - Hands-on experience with CSM chatbots, case deflection, and omnichannel support. - Strong problem-solving, analytical, and communication skills. Preferred Certifications: - ServiceNow Certified System Administrator (CSA) - ServiceNow Certified Implementation Specialist – CSM (CIS-CSM) - ITIL v4 Foundation Certification Why Join Us? - Opportunity to work on enterprise-level CSM solutions. - Career growth in ServiceNow and customer service automation. - Competitive salary and benefits. - Collaborative and dynamic work environment. How to Apply: Interested candidates should send their updated resume to richa.sharma@.
Job Title
ServiceNow CSM