ServiceNow CSM Developer - Customer Service
- Epiq Systems
- 5 - 7 years
- Hyderabad
- 2 months ago
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Job Description
Job Summary: We are in search of a skilled ServiceNow CSM Developer with expertise in Facilities Service Management to join our team. The ideal candidate will have a strong background in developing and implementing solutions within the ServiceNow platform, with a specific focus on enhancing customer service processes related to facilities management. The candidate should possess in-depth knowledge of customer service, office services, facilities management, and document processing/admin processes, translating business requirements into effective ServiceNow solutions including using Artificial Intelligence (AI) and Predictive Intelligence (PI) as well as AI Search Configurations.
Responsibilities:
ServiceNow Development:
Design, develop, and implement ServiceNow solutions including CSM portal with a focus on both Customer Service Management (CSM) and Facilities Service Management related to office and hospitality services.
Customize and configure ServiceNow modules to meet specific business requirements related to mailroom, hospitality, office services, facilities services, and document processing/admin processes.
Facilities Service Management:
Collaborate with facilities management stakeholders to understand and gather business requirements related to facilities service.
Implement ServiceNow solutions that enhance and streamline facilities service processes, including maintenance, space management, and asset tracking.
Integration:
Integrate ServiceNow with other systems, data, and applications relevant to facilities management and document processing including AI tools.
Work on data migrations and integrations to and from ServiceNow, ensuring seamless information flow.
Customization and Scripting:
Develop custom scripts, business rules, and UI policies to address the unique requirements of facilities service management.
Ensure the customization aligns with both customer service and facilities management needs.
Testing and Quality Assurance:
Conduct thorough testing of developed solutions, focusing on facilities service processes.
Collaborate with quality assurance teams to address and resolve any issues identified during testing.
Documentation:
Create and maintain technical documentation for developed solutions, configurations, and customizations, specifically related to facilities service management.
Provide training and documentation for end-users in the context of both customer service and facilities management.
Continuous Improvement:
Stay informed about ServiceNow updates, new features, and best practices.
Proactively identify opportunities for process improvements and optimization within the ServiceNow platform, particularly in the context of customer and facilities service management modules.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- ServiceNow Certified Application Developer (CAD)
- Proven experience as a ServiceNow Developer with a focus on Customer Service Management, including CSM portal and Facilities Service Management.
- Strong understanding of customer service and facilities management processes and best practices.
- Proficiency in ServiceNow scripting languages (JavaScript, GlideScript).
- Experience with ServiceNow integration and data migration.
- Excellent problem-solving and analytical skills.
- Excellent written and verbal communication skills in English are essential.
- Strong collaboration skills.
Certifications (desired):
- PRIMARY - ServiceNow Certified Implementation Specialist Customer Service Management (CSM)
- ServiceNow Certified Implementation Specialist Facilities Service Management
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: Software Development
Role: Automation Developer
Employement Type: Full time
Contact Details:
Company: Epiq SystemsLocation(s): Hyderabad
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Epiq Systems
We are a worldwide provider of legal services, serving law firms, corporations, financial institutions and government agencies—helping them streamline the administration of business operations, class action and mass tort, court reporting, eDiscovery, regulatory, compliance, restructuring, a...
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