Job Description

Job Role - ServiceNow- Customer Service Management

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Exp-7-12 Years

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Location- Noida/Gurugram/Chennai

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Job Type - Permanent

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Responsibilities:

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Design, develop, configure, and implement ServiceNow CSM solutions.

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Configure Case Management, Customer Service Processes, Entitlements, and SLA Management.

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Develop and customize ServiceNow applications using JavaScript, Business Rules, UI Policies, Client Scripts, Script Includes, and Flow Designer.

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Implement Customer Service Portals, Catalogs, and Self-Service capabilities.

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Integrate ServiceNow with internal and external systems using REST, SOAP APIs, and Integration Hub.

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Configure Knowledge Management, Communities, and Customer Interaction Management.

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Develop reports,



dashboards, KPIs, and performance analytics.

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Work closely with business stakeholders to gather requirements and translate them into technical solutions.

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Participate in service design workshops, solution architecture discussions, and sprint planning activities.

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Perform unit testing, UAT support, deployment, and post-production support.

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Troubleshoot platform issues and provide performance optimization recommendations.

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Follow ITIL best practices and ServiceNow development standards.

📌 ServiceNow_Customer Service Management (Noida)
🏢 Tata Consultancy Services
📍 Noida