Discover your future at Citi Working at Citi is far more than just a job A career with us means joining a team of more than 230 000 dedicated people from around the globe At Citi you ll have the opportunity to grow your career give back to your community and make a real impact Job Overview The Junior ServiceNow Customer Service Management CSM Configuration Analyst is an entry-level professional role specializing in the configuration optimization and support of the ServiceNow CSM module primarily using out-of-the-box functionalities This role focuses on translating business requirements into effective platform configurations enhancing customer service operations through efficient setup of forms workflows reports and dashboards The analyst will collaborate with business stakeholders and senior team members to ensure the ServiceNow CSM solution aligns with organizational needs Responsibilities ServiceNow CSM Configuration Perform comprehensive configuration tasks within the ServiceNow CSM module utilizing out-of-the-box features and best practices including - Creating and modifying forms lists views and related lists for various CSM tables e g Cases Accounts Contacts - Configuring dictionary entries and field attributes - Setting up and maintaining UI Policies and Data Policies to enforce data integrity and user experience - Managing users groups roles and basic Access Control Lists ACLs within the CSM scope - Configuring and customizing Service Catalogs and Record Producers to streamline customer requests and agent workflows - Setting up and managing Service Level Agreements SLAs for different service offerings and customer segments - Configuring the Customer Service Portal CSP using available portal widgets pages and themes to enhance the self-service experience - Optimizing Agent Workspace layouts and components for efficient agent operations Implement and maintain Knowledge Management configurations including article categories templates and publishing workflows Report and Dashboard Creation Design build and maintain comprehensive reports and dashboards within ServiceNow to monitor key CSM performance indicators KPIs and operational metrics Create various report types e g list bar pie trend to visualize case volume resolution times agent productivity customer satisfaction and service trends Develop interactive dashboards for different user roles e g agents managers leadership to provide actionable insights into customer service operations Utilize Performance Analytics capabilities if available to configure indicators breakdowns and widgets for deeper analytical insights Workflow Process Optimization Configure and optimize workflows and flow actions using Flow Designer to automate CSM processes e g case routing approvals notifications minimizing the need for custom scripting Collaborate with process owners to identify opportunities for automation and efficiency gains through platform configuration Data Management Integrity Assist in data validation and ensure data quality within the CSM module through configuration Support basic data import export activities using ServiceNow s native tools Documentation Support Create clear and concise documentation for all configurations including design specifications process flows and user guides Provide first-level support and troubleshooting for configuration-related issues within the CSM module Conduct user acceptance testing UAT to ensure configured solutions meet business requirements Required ServiceNow Skills ServiceNow Platform Fundamentals Strong proficiency in navigating the ServiceNow platform understanding its architecture and core features ServiceNow CSM Module Expertise In-depth knowledge and hands-on experience with out-of-the-box functionalities of ServiceNow CSM applications including Case Management Account Contact Management Service Catalog Knowledge Management and Agent Workspace Configuration Management Proven ability to configure UI Policies Data Policies Business Rules condition-based non-scripted ACLs and client scripts minimal basic where unavoidable for UI Reporting Dashboards Advanced skills in creating customizing and managing ServiceNow reports and dashboards including Performance Analytics indicators and widgets Flow Designer Experience in designing and implementing automated processes using Flow Designer with an emphasis on low-code no-code solutions Service Portal Configuration Ability to configure and personalize the Customer Service Portal Certifications Preferred ServiceNow Certified System Administrator CSA Essential for demonstrating foundational knowledge of the ServiceNow platform ServiceNow Certified Application Specialist - Customer Service Management Highly relevant certification focusing specifically on CSM module configuration and best practices Qualifications 0-2 years of relevant experience in a technical or analytical role with significant exposure to configuring and managing enterprise software platforms preferably ServiceNow Strong analytical and problem-solving skills with a focus on process optimization through configuration Excellent ability to translate business requirements into technical configurations Detail-oriented with strong organizational and documentation skills Effective communication skills capable of interacting with both technical and non-technical stakeholders Education Bachelor s University degree in Business Information Systems Computer Science or a related field or equivalent practical experience demonstrating strong technical aptitude and analytical skills This job description provides a high-level review of the types of work performed Other job-related duties may be assigned as required especially as the analyst gains experience and expertise within the ServiceNow platform - Job Family Group Operations - Core - Job Family Operations Project Management - Time Type Full time - Most Relevant Skills Please see the requirements listed above - Other Relevant Skills For complementary skills please see above and or contact the recruiter - Citi is an equal opportunity employer and qualified candidates will receive consideration without regard to their race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other characteristic protected by law If you are a person with a disability and need a reasonable accommodation to use our search tools and or apply for a career chance review Accessibility at Citi View Citi s EEO Policy Statement and the Know Your Rights poster

📌 Servicenow Customer Service Management (csm) Configuration Analyst (Tamil Nadu)
🏢 Citi
📍 Tamil Nadu