Servicenow CSM Developer

ServiceNow CSM Sr. Developer / Lead Developer

Job Description :

Looking for a ServiceNow CSM Sr. Developer / Lead Developer. This role requires close partnership

and collaboration with Business Stakeholders to provide prescriptive guidance. This position will be a

Developer with a strong CSM experience, specialized in CSM modules, Now Intelligence applications

like Virtual Agent, Predictive Intelligence and Performance Analytics. Essential Job Duties include

leading requirement gathering workshops, Creation, and delivery of solutions for clients addressing

requirements through technical architecture in consideration of process design and ServiceNow

Technical best practices

Required Qualifications :

Minimum 10 years of overall experience in implementing CSM, ITSM solutions at Sr.Developer

or Lead Developer or Architect capacity

At least 4 years of experience with ServiceNow CSM, Now Intelligence, Now Platform

capabilities at a Sr.Developer or Lead Developer capacity

Knowledge of the CSM implementation ServiceNow best practices

Practical experience with agile methodologies / tools, writing user stories and sprint grooming

Strong knowledge of B2B, B2C business models with Account relationships

Strong knowledge of products, assets, sold products and install bases and their relationship

with Accounts and Consumers

Strong communication skills, both written and verbal, with the ability to describe technical

solutions in the terms of the business

Experience in working with multi-vendor development environment

Interacts cross functionally on matters that require coordination across organization and

collaborates well with other groups, voluntarily shares information

Experience of working with ServiceNow platform for global customers

Preferred Qualifications :

Certified Implementation Specialist Customer Service Management (CSM)

Developer with strong CSM experience

Requirement gathering, Functional Requirements, documenting user stories, Acceptance

criteria, Defect / Bug Tracking and Reporting, SDLC, Agile / Scrum, API.

Specialized in Now Intelligence applications like Virtual Agent, Predictive Intelligence and

Performance Analytics for Business Analyst and Functional consultant role

UI Policies, Data Policy, Business Rules, Client Scripts, Assignment Rules, ACLs, Service

Catalogs.

Update sets, Reports, Tables and Forms, Import set, Workflow, UI Action.

Functional Testing, End to End Testing, Integration Testing, User Acceptance Testing

Job Responsibilities :

Develop a clearly defined vision demonstrating your understanding of the client's desired

business needs and end state. Analyze business processes and how those business processes

can impact the end user experience.

Conceptualize and visualize end-user experiences that delight the customer as a key priority.

Communicate the value gained through the improvements in functionality, design, and / or

operations enhanced or developed in ServiceNow. Are curious and self-motivated and are

always looking to dive deep into new ServiceNow capabilities and meaningfully apply them.

Develop client relationships easily as your people skills are on point.

Responsible for the review, analyze, and evaluate processes, systems, and user needs for

planned projects based on the business plan of the enterprise.

Involved in the development of business cases, facilitation of analysis workshops, the selection

of the most effective solution and the definition and management of User Acceptance Testing

(UAT) to ensure enterprise operational and IT deliverables meet the requirements of the

enterprise.

Partnering with business users to gather all requirements to formulate business specifications

and translating those into business functionality.

Documenting workflows and results of business analysis and obtaining sign-off from users on

specifications.

Assisting the technical team in translating application functionality into application

architecture and the production of a business functionality requirements statement.

Performs analysis of department production and redesigns workflow if appropriate

Develops, edits, and maintains operating procedures and standards manuals.

Assists the Customer Support staff in understanding the enterprise's operational needs for

both automated and manual solutions to business systems and procedures.

The incumbent is involved in planning, organizing, and conducting detailed management

analytical studies to define problems, identify deficiencies and improve solutions which impact

the enterprise's effectiveness, and provide the basis for management decision.

Communicating the business directives, goals, and needs to the technical team and serving as

business interface from the enterprise's operational management team managing

expectations and defining business satisfaction metrics.

Designing and executing test plans to ensure that business requirements and functional

specifications are implemented properly and meet ROI objectives.

Understanding the long-term business objectives and suggesting strategies to meet those

objectives, introducing innovation to business processes through technology if appropriate.

• Assisting the enterprise's business operations staff in developing content or other materials;

recommending enhancements and identifying new business requirements

Applies knowledge of system capacity to determine feasibility of projects.

Serves as a consultant to the enterprise in work measurement, system studies or

cost / effectiveness analysis.

Aids as required to organizations outside of the enterprise to improve internal procedures

that may be advantageous to the enterprise.

Conducts training sessions to implement new or improved systems and procedures.

Conducts meetings on all levels of management for purposes of presentations, reviews,

approvals of recommendations, etc.

Performs at or above the enterprise's performance standard and specifically for procedures

development and analysis.

Assumes additional responsibilities as assigned.

Recognizes and identifies potential areas where existing business services policies and

procedures require change, or where new ones need to be developed, and make

recommendations in these areas.