ServiceNow Customer Service Manager Technical Lead at Softworld, a Kelly Company

Job Title 81819 - ServiceNow Customer Service Manager Technical Lead

Job Location Orlando Florida 32825

Onsite requirements

• ServiceNow CSM implementation
• Configuration experience with the CSM module
• PM/Leadership

Job Description

• Technical implementation of ServiceNow CSM module, ensuring alignment with business requirements and industry best practices
• Collaborate with stakeholders to gather requirements, design, and configure the CSM module
• Coordinate with cross-functional teams, including IT, customer service, and operations
• Configure and customize ServiceNow CSM workflows, forms, and UI components
• Conduct unit testing, integration testing, and user acceptance testing (UAT)
• Troubleshoot and resolve issues during implementation and post-go-live
• Develop and maintain documentation, including technical guides and user manuals

Primary Skills:

• ServiceNow IT Service Management - 5 Years
• Project Management Skills - 5 Years
• ServiceNow Customer Service Management - 5 Years
• ServiceNow Platform Data Security/Access Controls - 3 Years

Desired Skills:

• 5+ years of experience with ServiceNow platform, including implementation, configuration, and administration
• Experience implementing ServiceNow CSM module, including workflows, forms, and UI components
• Excellent project management skills, with experience leading projects from initiation to delivery
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, with ability to work with cross-functional teams
• Knowledge of ServiceNow platform architecture, including data models and integration options
• Experience with scripting languages, such as JavaScript and Jelly
• Strong understanding of data security and access controls
• Experience with agile methodologies