ServiceNow Senior Developer CSM

ServiceNow Senior Developer CSM

Remote - Canada

12 Months Contract

We are seeking a highly skilled and experienced developer specializing in ServiceNow CSM Module. The ideal candidate will have over 8+ years of experience in ServiceNow and 3 years in CSM modules for Case Management. Proficient in developing and refining case management processes to improve service delivery and operational performance.

Responsibilities:

1. Case Management: Develop and maintain case management workflows, ensuring efficient issue resolution and tracking.
2. Knowledge Management: Create and manage knowledge bases to facilitate self-service and enhance support efficiency.
3. Surveys: Design, implement, and analyze customer feedback surveys for continuous service improvement.
4. Omni-Channel: Integrate and manage multiple communication channels to deliver a seamless customer experience.
5. Customer Service Principles: Apply customer service best practices to improve overall service quality and customer satisfaction.
6. Customer Journey Mapping: Map and analyze customer journeys to identify pain points and opportunities for improvement.

Required Qualifications:

1. Experience: 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and Omni-channel processes.
2. Technical Expertise: Proficiency in ServiceNow technologies including Flow Designer, REST, JavaScript, HTML, and CSS.
3. Preferred Certifications: ServiceNow Certified System Administrator, CSM Implementer.