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ServiceNow Customer Service Manager Technical Lead

Softworld, a Kelly Company
Winter Park, FL Full Time
POSTED ON 1/27/2025
AVAILABLE BEFORE 4/26/2025

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

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