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Techaxis, Inc
ServiceNow CSM Technical Lead
Posted 4 months ago
Full-time •United States
Our client is a global IT services, consulting, and business solutions organization.
Role: ServiceNow Customer Service Management (CSM) Technical Lead
Technical Lead will need to have experience leading teams in an Agile approach, leading solution design sessions, and ensuring the quality of delivery of the ServiceNow solution.
Responsibilities:Work with the customer product owners to understand detailed requirements and design scalable solutions for implementation, test automation, and delivery to end customer Contribute to the design and implementation of new products and features while also enhancing the existing product suite. Integration: Integrating ServiceNow CSM with other systems and applications, such as CRM (Customer Relationship Management) systems, ERP (Enterprise Resource Planning) systems, and third-party service providers, to streamline data exchange and automate processes. Experience with working with Out-of-the-Box Spokes and Flow Templates Workflow Automation: Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident management, problem management, change management, and request fulfillment. Reporting and Analytics: Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and Field Service PerformanceSolution Design: Collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform. Configuration and Customization: Configuring ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements. User Experience (UX) Design: Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform.
Qualifications:5 years of experience in ServiceNow CM Implementation as a CSM Implementation.Bachelor's degree in Information Technology, Computer Science, or related field and/or relevant years of experience.Certifications – ServiceNow CSA, Service Now CAD, ServiceNow CSM Implementation. Experience with Customer Service Management processes, including Case Management, Interactions, Virtual Agents, Advanced Work Assignments, and Knowledge. Excellent analytical and problem-solving skills, with the ability to translate complex business requirements into practical ServiceNow solutions.Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
Company Description:Techaxis is a US-based firm that specializes in discovering, engaging, and placing top talent globally, for full-time or contract positions in leadership and mid to senior-level positions for companies in the technology, healthcare, energy, and education space.
Techaxis Inc. is headquartered in Northern Virginia, USA. We are ranked #3294 in Inc 5000 and #105 in Inc 5000 DC Metro Series, SWaM, and WBE Certified technology talent search firm.
Equal Opportunities Employer:Our clients provide equal opportunities to all its employees and all qualified applicants for employment, without regard to their race, caste, religion, color, ancestry, marital status, sex, age, nationality, disability, and veteran status. Employees of our client shall be treated with dignity and in accordance with their policy to maintain a work environment free of sexual harassment, whether physical, verbal, or psychological. Employee policies and practices shall be administered in a manner that would ensure that in all matters equal opportunity is provided to those eligible and the decisions are merit-based.
