Live opening · Posted 11 days ago
ServiceNow Developer
NowVia · India (Remote)
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At a glance
The key details from the original listing.
CompanyNowVia
LocationIndia (Remote)
Work modeNo
Source
Linkedin
Listed11 days ago
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About the role
Description supplied by the original job listing.
About the Company
About NowVia We are a team of passionate ServiceNow experts dedicated to helping businesses achieve operational excellence through innovative IT solutions and transformative digital strategies. (NowVia - ServiceNow Partner)
About the Role
Job Description Role Location Experience: ServiceNow CSM Specialist 4 to 6 Years.
Job Summary: We are looking for a proactive and detail-oriented ServiceNow CSM Specialist with overall ServiceNow experience, including at least 4 year of hands-on experience in Customer Service Management (CSM). The ideal candidate must hold the CIS-CSM certification and will play a key role in designing, implementing, and optimizing ServiceNow CSM solutions to enhance customer engagement and support operations.
Responsibilities
Implement and configure the ServiceNow Customer Service Management (CSM) module to support business needs.
Analyze and understand customer service workflows and translate them into effective ServiceNow configurations.
Collaborate with business stakeholders to gather requirements and deliver CSM solutions aligned with strategic goals.
Design and implement case management, service portals, knowledge bases, and customer communication tools in ServiceNow.
Integrate CSM with other ServiceNow modules (ITSM, ITOM, etc.) and third-party tools as needed.
Ensure data quality, process automation, and system integrity for all customer service-related functions.
Develop reports and dashboards to monitor key CSM metrics and customer satisfaction.
Provide support, training, and documentation for end users and internal teams.
Stay current with ServiceNow CSM product updates and best practices.
Qualifications
4–5 years of ServiceNow platform experience, with strong implementation and configuration skills.
Minimum 3 year of focused experience in ServiceNow Customer Service Management (CSM).
CIS-CSM (Certified Implementation Specialist – CSM) certification is mandatory.
Required Skills
Solid understanding of customer service processes and workflows.
Experience in building and maintaining service portals, case management, and virtual agent configurations.
Strong communication and stakeholder management skills.
Ability to work independently and as part of a cross-functional team.
Preferred Skills
ITIL v4 Foundation certification.
Experience with ServiceNow scripting (JavaScript, Glide).
Knowledge of customer journey mapping and customer experience metrics.
Familiarity with other ServiceNow modules such as ITSM, FSM, or Integration Hub.
Why Join Us?
Opportunity to work on global digital transformation projects.
Collaborative, inclusive culture that values innovation.
Continuous learning environment with ServiceNow training support.
Career growth opportunities into Solution Architect and Leadership roles.
Work arrangement
No
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