<h3> </h3> <p data-pm-slice="1 3 []"><strong>About Alphanext</strong><br />
At Alphanext Technology Solutions, we bring together exceptional talent and advanced technology to help organizations achieve their strategic goals.
As a global leader in IT solutions, we foster a culture of collaboration, innovation, and professional growth.</p> <p><strong>Overview:</strong><br />
We are seeking a <strong>ServiceNow CSM Specialist</strong> with advanced technical proficiency to support the deployment, development, and integration of the <strong>Customer Service Management (CSM) module</strong> on the ServiceNow platform.
The role involves ensuring successful implementation, customization, and optimization of ServiceNow modules while collaborating with cross-functional teams.
The ideal candidate will have a strong background in <strong>development, integration, and support</strong> within the ServiceNow ecosystem.</p> <p><strong>Key Responsibilities:</strong></p> <ul data-spread="false"> <li> <p>Configure and customize the <strong>CSM module</strong> of ServiceNow, including workflows, UI actions, and business rules.</p> </li> <li> <p>Develop and integrate ServiceNow with other enterprise systems using <strong>SOAP and RESTful APIs</strong>.</p> </li> <li> <p>Create and manage <strong>client scripts, UI policies, UI actions, UI pages, and access control lists</strong> for enhanced functionality.</p> </li> <li> <p>Configure and optimize <strong>Agent Workspace and Chat</strong> for seamless customer service operations.</p> </li> <li> <p>Lead and support <strong>multiple integrations of ServiceNow with Monitoring Tools</strong> to enhance performance and reliability.</p> </li> <li> <p>Provide technical support for <strong>incident, problem, and change management</strong> processes on ServiceNow.</p> </li> <li> <p>Identify and recommend solutions to address <strong>system deficiencies and drive continual service improvements</strong>.</p> </li> <li> <p>Enhance user experience and functionality through <strong>ServiceNow Service Portal development</strong>.</p> </li> <li> <p>Utilize the <strong>NOW Experience UI Framework</strong> for advanced customization and development.</p> </li> <li> <p>Support <strong>OpenFrame/CTI technology integration and functionality</strong>.</p> </li> <li> <p>Manage <strong>internationalization (i18n) configurations</strong> to ensure global compatibility.</p> </li> <li> <p>Work with <strong>JMS integrations</strong> and related technologies.</p> </li> <li> <p>Provide technical guidance during <strong>instance upgrades and patching</strong>, when applicable.</p> </li> <li> <p>Maintain flexibility in working hours to accommodate <strong>AP, EU, or US time zones</strong> as per project needs.</p> </li>
</ul> <p><strong>Required Skills & Experience:</strong></p> <p><strong>Technical Expertise:</strong></p> <ul data-spread="false"> <li> <p>Strong <strong>functional knowledge</strong> of the <strong>CSM module</strong> in ServiceNow.</p> </li> <li> <p>Proficiency in <strong>ServiceNow scripting</strong> including <strong>JavaScript, workflows, business rules, client scripts, UI policies, and UI actions</strong>.</p> </li> <li> <p>Experience with <strong>API-based integrations using SOAP and REST</strong>.</p> </li> <li> <p>Hands-on experience with <strong>Agent Workspace, Chat configuration, and ServiceNow Service Portal</strong>.</p> </li> <li> <p>Functional understanding of <strong>OpenFrame/CTI technology, NOW Experience UI Framework, and JMS integrations</strong>.</p> </li> <li> <p>Knowledge of <strong>internationalization (i18n) configurations</strong>.</p> </li>
</ul> <p><strong>Professional Experience:</strong></p> <ul data-spread="false"> <li> <p><strong>1-2 years of hands-on experience</strong> in a ServiceNow support role (<strong>Incident, Problem, and Change management</strong>).</p> </li> <li> <p>Experience with <strong>ServiceNow development, implementation, and integration</strong>.</p> </li> <li> <p>Familiarity with <strong>instance upgrades and patching</strong> (a plus but not required).</p> </li>
</ul> <p><strong>Certifications (Added Advantage):</strong></p> <ul data-spread="false"> <li> <p><strong>Certified System Administrator (CSA)</strong></p> </li> <li> <p><strong>Certified Application Developer (CAD)</strong></p> </li> <li> <p><strong>Certified Implementation Specialist – CSM (CIS-CSM)</strong></p> </li>
</ul> <p><strong>Attributes & Soft Skills:</strong></p> <ul data-spread="false"> <li> <p>Analytical mindset to identify <strong>system deficiencies and recommend improvements</strong>.</p> </li> <li> <p>Strong <strong>problem-solving skills</strong> with a focus on <strong>continual service improvement</strong>.</p> </li> <li> <p>Effective <strong>communication and collaboration skills</strong> to work with technical and business stakeholders.</p> </li> <li> <p>Ability to <strong>manage multiple integrations</strong> and ensure seamless system performance.</p> </li>
</ul> <p><strong>Educational Qualification:</strong></p> <ul data-spread="false"> <li> <p>Bachelor's degree in <strong>Computer Science, Information Technology, or a related field (preferred)</strong>.</p> </li>
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