Job Title: ServiceNow Customer Service Management (CSM) Specialist
Experience: 4 to 12 Years
Location: Bangalore, Chennai, Pune, Gurgaon, Noida
About Us
This position is being recruited by
Smartwork IT Services, a leading recruitment and product-based company. At Smartwork IT Services, we specialize in delivering innovative staffing solutions and developing cutting-edge products like
SWITS ATS (Applicant Tracking System) and
SWITS HRMS (Human Resource Management System). Our mission is to empower organizations with exceptional value through our comprehensive solutions and top-tier talent, enabling them to excel in their industries.
Job Description
We are looking for a skilled
ServiceNow CSM Specialist who has hands-on experience in implementing standard Customer Service Management (CSM) processes. The ideal candidate should possess in-depth knowledge of ServiceNow processes and integrations, along with a strong understanding of proactive customer service operations and predictive intelligence.
Primary Skills
- CSM Implementation: Proven experience in hands-on standard CSM process implementation.
- ServiceNow Knowledge: In-depth understanding of ServiceNow processes, particularly in CSM, including integrations.
- Integration Expertise: Experience with ServiceNow integrations with third-party tools using web services, SOAP, email, and MID.
- Customer Service Operations: Good understanding of proactive customer service operations and the principles of Continual Improvement Management.
- Predictive Intelligence: Familiarity with Predictive Intelligence (PI), Performance Analytics (PA), and Virtual Agent (VA).
Responsibilities
- Implement and configure ServiceNow CSM solutions to enhance customer service processes.
- Collaborate with stakeholders to design and optimize CSM workflows and integrations.
- Ensure effective integration of ServiceNow with third-party tools and services.
- Utilize predictive intelligence tools to enhance customer service delivery and operations.
- Monitor and analyze performance metrics to drive continual improvement in customer service processes.
Qualifications
- 4+ years of experience in ServiceNow CSM implementation and administration.
- Strong knowledge of CSM processes and best practices in customer service management.
- Experience with integrations using various methods (web services, SOAP, email, MID).
- Excellent analytical, problem-solving, and communication skills.
