ServiceNow CSM/CRM Specialist
Full-time
TECEZE
Job Description: ServiceNow CSM/CRM Specialist
Position: ServiceNow CSM/CRM Developer / Consultant
Experience: 3–6 Years
Employment Type: Full-Time / Contract
Work Mode: Onsite / Hybrid / Remote (as applicable)
Job Summary
We are looking for an experienced ServiceNow CSM/CRM Specialist to configure, customize, implement, and support Customer Service Management (CSM) solutions on the ServiceNow platform. The ideal candidate will have hands-on experience in customer case management, customer workflows, service portals, automation, and integrations.
The candidate will collaborate with business stakeholders, functional consultants, and technical teams to improve customer experience, streamline service operations, and deliver scalable CRM solutions.
Key Responsibilities
- Configure, customize, and maintain ServiceNow Customer Service Management (CSM) applications.
- Implement and manage customer case management, case routing, assignment rules, and escalation workflows.
- Configure customer and consumer records, accounts, contacts, and related data models.
- Develop and maintain workflows using Flow Designer and ServiceNow automation tools.
- Configure Service Portals, portals, workspaces, and self-service capabilities as required.
- Customize forms, tables, UI policies, client scripts, business rules, and notifications.
- Implement SLA management, service-level tracking, and case lifecycle automation.
- Integrate ServiceNow CSM with external CRM applications and third-party systems using REST/SOAP APIs.
- Support customer service agents through workspace configuration and process improvements.
- Troubleshoot platform issues, resolve defects, and perform root-cause analysis.
- Participate in requirements gathering, solution design, testing, deployment, and documentation.
- Follow ServiceNow development standards, security guidelines, and upgrade best practices.
Required Skills and Qualifications
- Hands-on experience with ServiceNow CSM (Customer Service Management).
- Strong understanding of customer case management, account management, contact management, and customer service workflows.
- Experience with Flow Designer, Business Rules, Client Scripts, UI Policies, and ACLs.
- Knowledge of ServiceNow scripting using Jav
Vacancy posted 14 hours ago
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