ServiceNow Customer Service Management (CSM) Configuration Analyst

Job description

The Junior ServiceNow Customer Service Management (CSM) Configuration Analyst is an entry-level professional role specializing in the configuration, optimization, and support of the ServiceNow CSM module, primarily using out-of-the-box functionalities.

This role focuses on translating business requirements into effective platform configurations, enhancing customer service operations through efficient setup of forms, workflows, reports, and dashboards.

The analyst will collaborate with business stakeholders and senior team members to ensure the ServiceNow CSM solution aligns with organizational needs.

**Responsibilities:**

+ **ServiceNow CSM Configuration:**
+ Perform comprehensive configuration tasks within the ServiceNow CSM module, utilizing out-of-the-box features and best practices, including:
+ Creating and modifying forms, lists, views, and related lists for various CSM tables (e.g., Cases, Accounts, Contacts).
+ Configuring dictionary entries and field attributes.
+ Setting up and maintaining UI Policies and Data Policies to enforce data integrity and user experience.
+ Managing users, groups, roles, and basic Access Control Lists (ACLs) within the CSM scope.
+ Configuring and customizing Service Catalogs and Record Producers to streamline customer requests and agent workflows.
+ Setting up and managing Service Level Agreements (SLAs) for different service offerings and customer segments.
+ Configuring the Customer Service Portal (CSP) using available portal widgets, pages, and themes to enhance the self-service experience.
+ Optimizing Agent Workspace layouts and components for efficient agent operations.
+ Implement and maintain Knowledge Management configurations, including article categories, templates, and publishing workflows.
+ **Report and Dashboard Creation:**
+ Design, build, and maintain comprehensive reports and dashboards within ServiceNow to monitor key CSM performance indicators (KPIs) and operational metrics.
+ Create various report types (e.g., list, bar, pie, trend) to visualize case volume, resolution times, agent productivity, customer satisfaction, and service trends.
+ Develop interactive dashboards for different user roles (e.g., agents, managers, leadership) to provide actionable insights into customer service operations.
+ Utilize Performance Analytics capabilities (if available) to configure indicators, breakdowns, and widgets for deeper analytical insights.
+ **Workflow & Process Optimization:**
+ Configure and optimize workflows and flow actions using Flow Designer to automate CSM processes (e.g., case routing, approvals, notifications), minimizing the need for custom scripting.
+ Collaborate with process owners to identify opportunities for automation and efficiency gains through platform configuration.
+ **Data Management & Integrity:**
+ Assist in data validation and ensure data quality within the CSM module through configuration.
+ Support basic data import/export activities using ServiceNow's native tools.
+ **Documentation & Support:**
+ Create clear and concise documentation for all configurations, including design specifications, process flows, and user guides.
+ Provide first-level support and troubleshooting for configuration-related issues within the CSM module.
+ Conduct user acceptance testing (UAT) to ensure configured solutions meet business requirements.

**Required ServiceNow Skills**

+ **ServiceNow Platform Fundamentals:** Strong proficiency in navigating the ServiceNow platform, understanding its architecture, and core features.
+ **ServiceNow CSM Module Expertise:** In-depth knowledge and hands-on experience with out-of-the-box functionalities of ServiceNow CSM applications, including Case Management, Account/Contact Management, Service Catalog, Knowledge Management, and Agent Workspace.
+ **Configuration Management:** Proven ability to configure UI Policies, Data Policies, Business Rules (condition-based, non-scripted), ACLs, and client scripts (minimal/basic where unavoidable for UI).
+ **Reporting & Dashboards:** Advanced skills in creating, customizing, and managing ServiceNow reports and dashboards, including Performance Analytics indicators and widgets.
+ **Flow Designer:** Experience in designing and implementing automated processes using Flow Designer with an emphasis on low-code/no-code solutions.
+ **Service Portal Configuration:** Ability to configure and personalize the Customer Service Portal.

**Certifications (Preferred)**

+ **ServiceNow Certified System Administrator (CSA):** Essential for demonstrating foundational knowledge of the ServiceNow platform.
+ **ServiceNow Certified Application Specialist – Customer Service Management:** Highly relevant certification focusing specifically on CSM module configuration and best practices.

**Qualifications**

+ 0-2 years of relevant experience in a technical or analytical role, with significant exposure to configuring and managing enterprise software platforms, preferably ServiceNow.
+ Strong analytical and problem-solving skills with a focus on process optimization through configuration.
+ Excellent ability to translate business requirements into technical configurations.
+ Detail-oriented with strong organizational and documentation skills.
+ Effective communication skills, capable of interacting with both technical and non-technical stakeholders.

**Education:**

+ Bachelor's/University degree in Business Information Systems, Computer Science, or a related field, or equivalent practical experience demonstrating strong technical aptitude and analytical skills.

This job description provides a high-level review of the types of work performed.

Other job-related duties may be assigned as required, especially as the analyst gains experience and expertise within the ServiceNow platform.

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**Job Family Group:**

Operations - Core
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**Job Family:**

Operations Project Management
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**Time Type:**

Full time
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**Most Relevant Skills**

Please see the requirements listed above.
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**Other Relevant Skills**

For complementary skills, please see above and/or contact the recruiter.
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_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Required Skill Profession

Other General