ServiceNow CSM Solution Design

Trigent Software Private Limited

Job Location:

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

ServiceNow CSM Solution Design

Exp: 8Yrs

Location: Bengalore

Key Responsibilities

CSM Solution Design (Business Functional)
- Translate CSM business processes into technical solutions specifically across case management communities and knowledge management.
- Map end-to-end customer journeys: community engagement case creation knowledge usage / deflection.
- Work with business teams to define requirements dependencies data flows and KPIs.
ServiceNow CSM Development
- Configure and enhance CSM modules including Customer Service Portal Agent Workspace Communities and Knowledge.
- Develop CSM workflows case lifecycles entitlements SLAs playbooks and related configurations.
Business Analysis & Stakeholder Engagement
- Conduct workshops gather requirements define use cases and convert business needs into functional stories.
- Advise on best practices and standard CSM processes in enterprise B2B support models.
Integrations & Data Flows
- Work with REST APIs and standard ServiceNow integration capabilities to support CSM processes and customer interactions.
Quality & Delivery
- Ensure documentation testing deployment and continuous improvement of CSM features.
- Collaborate with cross-functional teams such as Support Product ITSM and Knowledge teams.

Required Skills & Experience

ServiceNow experience with strong focus on CSM.
Deep understanding of CSM business operations: case lifecycle entitlement models customer communities self-service flows and knowledge deflection.
Hands-on experience with CSM configurations: portals Agent Workspace knowledge workflows communities.
Strong BA capability: process mapping requirement gathering story writing customer journey design.
Proficiency in core ServiceNow development (Business Rules Client Scripts Script Includes UI Policies ACLs).
Good understanding of integrations (REST APIs data exchange patterns).

ServiceNow CSM Solution Design Exp: 8Yrs Location: Bengalore Key Responsibilities CSM Solution Design (Business Functional) Translate CSM business processes into technical solutions specifically across case management communities and knowledge management. Map end-to-end customer journeys: com...