Role & responsibilities

- Implementing and configuring the Customer Service Management (CSM) module, which includes Case Management, Customer Service Portal, Knowledge Management, and Service Catalog integration.
- Designing and optimizing case lifecycle workflows, Service Level Agreements (SLAs), assignment rules, escalation models, and entitlement configurations.
- Configuring Agent Workspace for CSM to improve agent productivity and user experience.
- Managing incident, problem, and change processes related to CSM operations.
- Maintaining data integrity across CSM tables, customer accounts, contacts, and service offerings.
- Supporting integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required.
- Enabling workflow automation using Flow Designer and Business Rules to streamline customer case resolution.
These responsibilities are essential for ensuring that customer service processes are effectively configured, optimized,



and aligned with business objectives, ultimately enhancing customer experience and operational efficiency.

Preferred candidate profile

- 8+ years of IT experience.
- ServiceNow System Administration Certification is mandatory.
- Hands-on experience with the CSM (Customer Service Management) module.
- Proficiency with ITSM modules: Incident, Problem, Change, and Knowledge Management.
- Experience with Service Portal and Service Catalog configuration.
- Technical expertise in Script Includes, Business Rules, UI Scripts, and Client Scripts.
- Degree in any graduate field.

Preferred Skills

- ITIL Foundation Certification.
- ServiceNow Implementation Specialist certification.
- Experience with ITOM (Discovery, Service Mapping, CMDB), ITBM (Agile, PPM, Release), HRSD, or GRC.

📌 Servicenow Administrator + Developer (Tamil Nadu)
🏢 rencata
📍 Tamil Nadu