- CSM Architect.(FTE)
- Rel. Exp (Years): 10 Years+
- Location: Pune/Mumbai/Hyderabad/Chennai/Bangalore/Noida
- Duration of Contract:

Italian and English are mandatory

Job description

Job Description

Design configure and customize ServiceNow Customer Service Management CSM modules to meet business requirements Collaborate with business stakeholders to gather analyze and document customer service processes and workflows Develop workflows business rules UI policies and automation capabilities within the ServiceNow CSM platform Integrate ServiceNow CSM with other enterprise systems to ensure seamless data flow and enhanced service delivery Leverage Virtual Agent NowAssist and GenAI capabilities to build intelligent automated customer service solutions Provide technical support troubleshooting and maintenance for ServiceNow CSM applications Participate in system upgrades testing and deployment activities following best practices and compliance standards Stay updated with the latest ServiceNow CSM features Virtual Agent advancements NowAssist functionalities GenAI innovations and industry trends to drive continuous improvement and innovation Document configurations processes and workflows related to ServiceNow CSM implementations

- Roles and Responsibilities




Work closely with clients and internal teams to understand customer service management requirements and translate them into effective ServiceNow CSM solutions
Develop and maintain ServiceNow CSM workflows business rules UI policies and service portals to optimize user experience
Design and implement Virtual Agent chatbots and NowAssist features to enhance customer engagement and automate service tasks
Utilize GenAI technologies to create intelligent automation and improve customer interaction capabilities
Manage incident problem and change management processes within the ServiceNow platform
Collaborate with crossfunctional teams including developers architects and project managers to deliver scalable and maintainable solutions
Conduct workshops and training sessions to ensure knowledge transfer and user adoption
Monitor system performance identify risks and recommend enhancements to improve platform capabilities
Support user acceptance testing by preparing test scenarios and coordinating with stakeholders
Foster effective communication and collaboration among stakeholders to ensure successful project delivery

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