ServiceNow Technical Consultant Job (Remote)

**Job Title:** ServiceNow Technical Consultant - CSM (Customer Service Management)

**Location:** Remote
**Shift Time:**
- 12:30 PM - 8:00 PM
- 5:00 PM - 12:00 AM
- 7:00 PM - 2:00 AM
**Budget:** 1 LPM
**Experience Required:** 4-6 years in ServiceNow development and implementation
**Minimum Experience:** 5 years (3 years should be in Customer Service Management)

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### **Job Description:**

As a ServiceNow Technical Consultant specializing in Customer Service Management (CSM), you will utilize your expertise to design, develop, and integrate solutions on the ServiceNow platform. This role demands in-depth technical knowledge of the ServiceNow CSM module, with additional expertise in ITSM, Service Portal, and other ServiceNow functionalities.

### **Key Responsibilities:**
- **CSM Functional Expertise:**
Apply comprehensive functional knowledge of ServiceNow CSM, with hands-on experience in customer workflows, case management, and customer portals.

- **ServiceNow Development:**
Develop custom solutions and functionalities within ServiceNow, using:
- JavaScript, UI Policies, UI Actions
- Workflows, Client Scripts, Business Rules
- Script Includes, ACL (Access Control List) management

- **Implementation & Integration:**
Lead and execute ServiceNow integrations with various external systems and monitoring tools using SOAP and RESTful APIs.

- **CSM, ITSM & Service Portal:**
Provide support and enhance incident, problem, and change management processes, along with CSM functionalities.

- **Instance Upgrades & Maintenance:**
Conduct instance upgrades, patching, and testing to ensure system stability and security.

- **Agent Workspace & Virtual Agent:**
Configure and optimize Agent Workspace and Virtual Agent to enhance customer service interactions.

- **Service Improvement:**
Identify system inefficiencies and recommend continuous service improvements for better system performance and user experience.

- **OpenFrame/CTI Technology:**
Develop a practical understanding of OpenFrame/CTI technologies, including the NOW Experience UI Framework and JMS integrations.

- **ServiceNow Machine Learning:**
Apply basic knowledge of ServiceNow's Machine Learning and Predictive Intelligence capabilities to support enhanced automation and decision-making.

- **Internationalization (i18n):**
Ensure the ServiceNow instance supports global deployments through internationalization practices.

- **MID Server Experience:**
Possess hands-on experience with the MID Server for supporting integrations and data collection from external systems.

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### **Qualifications:**
- **Educational Qualification:** Bachelor's degree in Computer Science, Information Technology, or related field.
- **Experience:** 4-6 years of hands-on experience as a ServiceNow Developer or Technical Consultant, primarily focused on CSM.
- **Skills:**
- Strong problem-solving skills with the ability to identify and address issues efficiently.
- Ability to manage multiple tasks in a fast-paced environment.
- Excellent communication skills to interact with internal teams and clients.
- Strong analytical mindset and the ability to develop effective solutions quickly.

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.