Service Owner - CSM

Work Location: Gurgaon

Experience: 6 - 10 Years (Mid to Senior Level)

:

We are looking for a skilled ServiceNow Service Owner with strong hands-on experience in Customer Service Management (CSM) to support enterprise-level implementations. The role involves process understanding and cross-functional team collaboration to deliver optimized ServiceNow CSM solution aligned with client needs.

Key Responsibilities:

Must Have:

- Experience in Solution Designing and collaborating with stakeholders to understand business requirements and design customer service solutions within the ServiceNow platform.
- Experience in Configuring ServiceNow CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements.
- Experience in Integrating ServiceNow CSM with other systems e.g. CRM or ERP or third-party service providers.
- Experience in developing and implementing workflows to automate customer service processes in CSM Module.
- Reporting and Analytics: Configuring dashboards,



reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement.
- Experience in designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to enhance their experience and productivity within the ServiceNow platform.
- Hands on knowledge on Business Rules, Script Includes, Client Scripts, UI Policies.
- Hands on experience on Workspaces and its configurations.
- Experience in communication, documentation, and business stakeholder management.

Valuable to Have:

- Experience with REST/SOAP API integrations, including transforming data and building inbound/outbound interfaces.
- Scripting experience in Glide API.
- UI Builder development experience.
- Proficiency in building automation using Flow Designer and IntegrationHub.

📌 ServiceNow Service Owner - CSM Implementation (India)
🏢 Aretius Advisory
📍 India