ServiceNow_Customer Service Management

Tata Consultancy Services; Dadri, Gurugram District, Chennai District; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Tata Consultancy Services in Noida, Gurugram, or Chennai is seeking an experienced ServiceNow CSM professional to design, develop and implement CS M solutions and enhancements. You will configure Customer Service Management applications, Case Management, and Customer Portals, and develop workflows, UI policies, and catalog items.

With 7–12 years of hands-on ServiceNow CSM experience, you will collaborate with stakeholders to deliver integrated solutions, dashboards, and analytics while

Qualifications

• 7–12 years of hands-on ServiceNow CSM experience.
• Strong knowledge of Case Management, Customer Portals, and SLA management.
• Experience with REST/SOAP integrations.
• Ability to translate business requirements into technical solutions.

Responsibilities

• Design, develop, and implement ServiceNow CSM solutions and enhancements.
• Configure Customer Service Management applications, Case Management, and Customer Portals.
• Develop workflows, business rules, client scripts, UI policies, and catalog items.
• Implement and customize ServiceNow Agent Workspace and Service Operations Workspace.
• Configure customer service processes, SLA management, and case routing.
• Integrate ServiceNow with external applications using REST/SOAP APIs.
• Gather business requirements and translate them into technical solutions.
• Develop reports, dashboards, and performance analytics.
• Support production incidents, enhancements, and platform upgrades.
• Collaborate with business stakeholders, architects, and cross-functional teams

Job description

Job Role - ServiceNow CSM

Exp- 7-12 Years

Location- Noida/Gurugram/Chennai

Job Type - Permanent !!

Role & responsibilities

• Design, develop, and implement ServiceNow CSM solutions and enhancements.
• Configure Customer Service Management applications, Case Management, and Customer Portals.
• Develop workflows, business rules, client scripts, UI policies, and catalog items.
• Implement and customize ServiceNow Agent Workspace and Service Operations Workspace.
• Configure customer service processes, SLA management, and case routing.
• Integrate ServiceNow with external applications using REST/SOAP APIs.
• Gather business requirements and translate them into technical solutions.
• Develop reports, dashboards, and performance analytics.
• Support production incidents, enhancements, and platform upgrades.
• Collaborate with business stakeholders, architects, and cross-functional teams