Teleperformance is looking for "Service Now CSM Lead ".
If interested pls drop a note to " ".
Work Mode: Work from Home
Yrs of Exp: 6+yrs
Essential job duties
- Overall 6 to 10 years of experience in ServiceNow Development and Min 3 years’ experience in ServiceNow CSM application.
- ServiceNow CSM Implementation: Design, configure, and implement ServiceNow CSM modules to meet the unique needs of our customer service operations.
- Process Optimization: Collaborate with stakeholders to identify opportunities for process improvement within customer service workflows and implement enhancements using ServiceNow CSM.
- Understands technical and functional design requirements related to ServiceNow CSM.
- Integration Strategy: Develop and execute an integration strategy for ServiceNow CSM, connecting it with other systems such as CRM, ticketing, and communication platforms.
- Technical Implementation: Utilize ServiceNow Integration Hub, APIs, and other relevant technologies to implement seamless integrations between ServiceNow CSM and external systems.
- Data Management: Ensure accurate and meaningful data flow between ServiceNow CSM and integrated platforms, implementing data mapping and transformation as necessary.
- Customization: Customize ServiceNow CSM as needed to align with integration requirements and to ensure a unified and efficient customer service experience.
- User Training: Conduct training sessions for end-users to promote effective utilization of ServiceNow CSM features and integrations.
- Documentation: Create and maintain comprehensive documentation for ServiceNow CSM configurations, integrations, and best practices.
- Accessibility: Implement accessibility best practices to ensure ServiceNow applications comply with relevant standards.
Educational Qualifications and Other Requirements
- A degree holder in business or computer science or equivalent experience.
Proven experience as a ServiceNow CSM Specialist with a focus on customer service process optimization.
- Strong understanding of ServiceNow CSM modules and their customization.
- Knowledge of ServiceNow Integration Hub, REST, and SOAP APIs.
- Experience in designing and implementing integrations with various systems.