Ashgur is a leading provider of IT solutions, dedicated to helping businesses enhance their customer service experiences and drive customer satisfaction. With a focus on innovation and efficiency, we empower organizations to deliver exceptional customer service through cutting-edge technologies like ServiceNow.
Position Overview: We are seeking a highly skilled and experienced ServiceNow CSM Solutions Architect to join our dynamic team. As a Solutions Architect, you will play a crucial role in designing and implementing Customer Service Management solutions for our clients, leveraging the full capabilities of the ServiceNow platform to optimize their customer service operations and elevate their customer experiences.
Responsibilities:
- Collaborate with clients to understand their customer service requirements and translate them into effective CSM solutions using the ServiceNow platform.
- Design end-to-end CSM architectures, including case management, self-service portals, knowledge management, and other related modules, to meet client needs and objectives.
- Lead and participate in workshops, presentations, and discussions with stakeholders to gather requirements, provide technical guidance, and present solution designs.
- Develop comprehensive solution documentation, including architecture diagrams, technical specifications, and implementation plans.
- Configure and customize the ServiceNow platform to implement CSM solutions, ensuring alignment with industry best practices and standards.
- Provide guidance and support to development teams during the implementation phase, ensuring successful delivery of CSM solutions on time and within budget.
- Collaborate with other teams, including ServiceNow developers, system administrators, and project managers, to ensure seamless integration and coordination of CSM solutions with other modules and functionalities.
- Stay updated on the latest ServiceNow features, enhancements, and best practices related to CSM, and provide recommendations for continuous improvement and optimization.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of experience working with the ServiceNow platform, with a focus on CSM solutions architecture and implementation.
- Strong expertise in customer service management concepts, including case management, self-service, knowledge management, and omnichannel support.
- In-depth knowledge of ServiceNow CSM modules and functionalities, including ServiceNow Customer Service Management, Service Portal, Knowledge Management, and Virtual Agent.
- Proven experience designing and implementing end-to-end CSM solutions for large-scale enterprises, with a focus on driving customer satisfaction and loyalty.
- Excellent communication and interpersonal skills, with the ability to effectively engage with clients, stakeholders, and cross-functional teams.
- ServiceNow certifications, such as Certified Implementation Specialist (CIS) in Customer Service Management, are highly desirable.
Ashgur is an equal opportunity employer and is committed to diversity in the workplace. We encourage applications from all qualified individuals, including those with diverse backgrounds and those with disabilities.
