- Manage customer service requests through ServiceNow platform, ensuring timely resolution and high levels of customer satisfaction.
- Develop and maintain custom workflows, business rules, and integrations to streamline IT services delivery.
- Collaborate with cross-functional teams to identify process improvements and implement changes that drive efficiency gains.
- Provide technical guidance on CSM best practices, training new team members as needed.
Job Requirements :
- 6-18 years of experience in IT Services & Consulting industry with expertise in CSM (Customer Service Management).
- Robust understanding of ServiceNow development principles, including workflow automation, business rules creation, and integration with other systems.
- Proven track record in managing complex projects involving multiple stakeholders across various departments.