C5- Customer Service Management Architect

Job Description

Roles and responsibilities of the project We are implementing a light CSM ITSM stack in ServiceNow for our Customer Service teams. The objective is to implement a portal for several customer profiles and to be able to service them up to the ITOM modu le. To help us in the implementation of the project we are looking for an experienced admin developer with excellent functional knowledge of CSM and ITSM modules In particular we will need that person to be knowledgeable about: - Case,incident and re quest management - Service portals and their advanced configuration - Agent Workspace - The CSM model (accounts, contacts, sold products etc) - Service Catalogue - knowledge of CMDB CSDM and its application in CSM is a plus Development skills: JS, Sc ripted APIs. HTML CSS Experience with development on the ServiceNow platform (update sets) and best practices regarding customization and performance Platform version: Knowledge of Paris or above (we are in Rome) Soft skills: - ability to work in aut onomy - collaboration skills including good communication - proactive The resource will be responsible for analyzing requirements and implementing a list of predefined user stories applying the ServiceNow best practices. ProjectGoal The admin develop er will be expected to provide: fully implemented CSM ITSM related user stories (portal and backend) relevant documentation about the developments done documented unit and functional tests (ATF can be used) JOB RESPONSIBILITIES # Solve various techni cal problems in the project in a collaborative manner under specified timeline with minimal guidance and review # Responsible for implementing diverse engineering tasks including gap, data, and impact analysis # Independently perform low-level design configuration, code customization, refactoring and review # Gain expertise and demonstrate high levels of skills in design, review, development, testing, build and deployment stages of the software life cycle # Ensure adequate documentation and prov ide assistance as a reliable engineer to all stakeholders. Key Skills: Roles and responsibilities of the project We are implementing a light CSM ITSM stack in ServiceNow for our Customer Service teams. The objective is to implement a portal for several customer profiles and to be able to service them up to the ITOM modu le. To help us in the implementation of the project we are looking for an experienced admin developer with excellent functional knowledge of CSM and ITSM modules In particular we will need that person to be knowledgeable about: - Case,incident and re quest management - Service portals and their advanced configuration - Agent Workspace - The CSM model (accounts, contacts, sold products etc) - Service Catalogue - knowledge of CMDB CSDM and its application in CSM is a plus Development skills: JS, Sc ripted APIs. HTML CSS Experience with development on the ServiceNow platform (update sets) and best practices regarding customization and performance Platform version: Knowledge of Paris or above (we are in Rome) Soft skills: - ability to work in aut onomy - collaboration skills including good communication - proactive The resource will be responsible for analyzing requirements and implementing a list of predefined user stories applying the ServiceNow best practices. ProjectGoal The admin develop er will be expected to provide: fully implemented CSM ITSM related user stories (portal and backend) relevant documentation about the developments done documented unit and functional tests (ATF can be used) JOB RESPONSIBILITIES # Solve various techni cal problems in the project in a collaborative manner under specified timeline with minimal guidance and review # Responsible for implementing diverse engineering tasks including gap, data, and impact analysis # Independently perform low-level design configuration, code customization, refactoring and review # Gain expertise and demonstrate high levels of skills in design, review, development, testing, build and deployment stages of the software life cycle # Ensure adequate documentation and prov ide assistance as a reliable engineer to all stakeholders.,

Keyskills :
life cycleuser storiesimpact analysiscustomer servicecsscsmidecalhtmlitsmcmdbtestsdesignportaltestingportalssoftware