ServiceNow CSM Lead

Overview:

Key Responsibilities:

• Lead the planning design and implementation of ServiceNow CSM solutions ensuring alignment with business objectives.
• Manage a team of ServiceNow CSM professionals providing guidance support and expertise in solution development and deployment.
• Collaborate with stakeholders to gather requirements and define solution strategies to meet customer service needs.
• Configure and customize ServiceNow CSM applications workflows and integrations to optimize performance and functionality.
• Monitor and analyze ServiceNow CSM performance metrics identifying areas for improvement and implementing enhancements.
• Provide technical leadership in troubleshooting and resolving complex ServiceNow CSM issues and challenges.
• Develop and maintain documentation guidelines and best practices for ServiceNow CSM implementation and usage.
• Conduct regular training sessions and workshops to educate users on ServiceNow CSM features and capabilities.
• Stay updated on industry trends and emerging technologies related to ServiceNow CSM to drive innovation and transformation.
• Collaborate with crossfunctional teams to integrate ServiceNow CSM with other enterprise systems and processes.

Required Qualifications:

• Bachelors degree in Computer Science Information Technology or a related field.
• ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) Customer Service Management.
• Minimum of 5 years of experience in ServiceNow CSM implementation administration and customization.
• Demonstrated leadership experience in overseeing ServiceNow CSM projects and teams.
• Strong understanding of ITIL frameworks and best practices with the ability to apply them in ServiceNow CSM solutions.
• Proven track record of successful ServiceNow CSM solution design development and deployment.
• Excellent project management skills including planning resource allocation and risk management.
• Effective communication and interpersonal abilities to engage with stakeholders at all levels.
• Ability to analyze complex problems and provide innovative effective solutions in the ServiceNow CSM environment.
• Experience in conducting user training and creating comprehensive documentation for ServiceNow CSM applications.

leadership,customer service,itil,project management