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
or Lead Developer or Architect capacity
At least 4 years of experience with ServiceNow CSM Now Intelligence Now Platform
capabilities at a 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 clients 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 enterprises 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 enterprises 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 enterprises 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 enterprises 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 enterprises 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.