We are looking for a ServiceNow Customer Service Management (CSM) Technical Consultant, ITBM/SPM, HRSD to identify, design and deliver larger or more complex architectures, strategies, and specific solutions through the ServiceNow platform The role holder must have In-depth knowledge of the ServiceNow Platform and technical knowledge of CSM and ITSM modules, to design, develop, implement, and test modules in line with agreed timelines, budget, costs, quality, and development standards Hands on process implementation experience on CSM modules Hands on ITSM process implementation experience on ITSM modules: Incident Management, Problem Management, Change Management, Knowledge Management, etc Experience in working with CSM Portal, Agent Workspace and CSM modules: Case Management, Order Management Experience with CSM Master Data Configuration: Accounts, Contracts, Entitlements, Assets, etc Develop and configure ServiceNow CSM and ITSM applications in accordance with customer requirements and best practices Collaborate with business stakeholders to gather and analyze requirements and translate them into technical specifications and solutions Develop UI forms, UI Actions, notifications, workflows, and Flows via Flow Designer Create JavaScript server/client code and components: Script Includes, Business Rules, Client Scripts, ACLs, etc Create, modify, and publish service catalog and Record producers Ensure the quality and reliability of all ServiceNow CSM applications through testing and troubleshooting Use new technologies and methods actively to develop competitive services on customer projects Create and maintain documentation for project applications, including technical specifications, user guides, and training materials Ability to drive business requirements and take an active/leading role with customer stakeholders including C-level / director level / users Stay up to date with the latest ServiceNow CSM features and functionalities and make recommendations for improvement In-depth knowledge of the ServiceNow Platform and technical knowledge of Strategic Portfolio Management (SPM) and IT Service Management (ITSM) modules to design, develop, implement, and test modules in line with agreed timelines, budget, costs, quality, and development standards Provide Strategic Portfolio Management (SPM)/IT Business Management (ITBM) technical knowledge and expertise to delivery team, customers, and stakeholders Use new technologies and methods actively to develop competitive services on customer projects Participate in business process definition, re-engineering, improvement, and gap analysis of current/to-be processes during workshops with customer and stakeholders Implement and enhance ServiceNow platform and modules per business requirements Design, configure, test, document, and deploy platform solutions to the environment Assess and prepare technical documents, analysis and briefings for Financial Management, Business Planning Portal, Alignment Planner, Innovation, Demand, Resource Management, Timecards, Project Management, Program Management, Portfolio Management, etc Consistently and proactively meet deadlines for project deliverables such as user stories, technical design documentation, technical knowledge transfer documents, etc Ensure tool configuration consistency across development, testing, and production environments Develop UI forms, UI Actions, notifications, workflows, and Flows via Flow Designer Create JavaScript server/client code and components: Script Includes, Business Rules, Client Scripts, ACLs, etc Providing ServiceNow configuration assistance including, but not limited to data imports and software integrations Assisting in troubleshooting patch / release management issues focusing on SPM Manage and oversee the delivery of new features, functionality, and upgrades
