ServiceNow CSM Developer

For one of our partners, we are looking to hire an experienced ServiceNow CSM Consultant to support the design, implementation and continuous improvement of Customer Service Management solutions. NATEK is an IT outsourcing and technology services provider operating across Central and Eastern Europe, with dedicated ServiceNow capabilities covering consulting, implementation, automation, integrations, CMDB and customer-service workflows. The consultant will join a ServiceNow-focused environment and work closely with the partner’s business and technical teams.

Your Responsibilities

• Develop and deploy machine learning models to plan production schedules and identify areas of improvement
• Analyse business requirements related to Customer Service Management and translate them into ServiceNow solutions.
• Lead requirements-gathering workshops with business stakeholders, customer service teams and technical teams.
• Design CSM processes covering case management, case routing, assignment, customer communication and service resolution.
• Advise on customer accounts, contacts, consumers, products, assets, contracts and service relationships.
• Design and optimise customer service workflows, including SLAs, entitlements and escalation processes.
• Define requirements for customer portals, self-service and knowledge management capabilities.
• Support the design and adoption of Virtual Agent and other automation capabilities where appropriate.
• Advise on integration between CSM and other ServiceNow applications, particularly ITSM and ITOM.
• Translate business requirements into functional specifications, user stories and acceptance criteria.
• Support solution design and ensure alignment with ServiceNow best practices.
• Coordinate with ServiceNow developers, architects and integration teams during implementation.
• Support UAT, process validation, defect resolution and go-live activities.
• Prepare process documentation, solution documentation and user guidance.
• Identify opportunities for process optimisation, automation and improved customer experience.
• Provide expert advice and recommendations to stakeholders throughout the ServiceNow lifecycle.

Our Requirements

• 2–3+ years of experience working with ServiceNow, with significant experience in Customer Service Management (CSM).
• Strong understanding of ServiceNow CSM capabilities, including:
• Case Management
• Case routing and assignment
• Customer and Consumer Service Portals
• Customer accounts and contacts
• Products and assets
• Contracts and entitlements
• SLAs
• Knowledge Management
• Virtual Agent / self-service
• Experience designing and implementing CSM business processes.
• Strong understanding of how CSM can integrate with ITSM and ITOM.
• Experience translating business requirements into ServiceNow functional solutions.
• Experience with workshops, stakeholder management and requirements analysis.
• Knowledge of ServiceNow data model and configuration principles.
• Experience with Agile/Scrum delivery methodologies.
• Strong analytical and problem-solving skills.
• Excellent communication and documentation skills.
• Ability to work independently and effectively with international stakeholders.
• ServiceNow certification such as CSA and/or CIS-CSM is highly desirable.

Benefits

• Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
• Referral Program – enjoy cooperation with your colleagues and get a bonus!
• 5/10 Years NATEK Club – we offer long-term cooperation and celebrate each fifth-year cooperation anniversary with gifts
• NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus
• Education – benefit from our know-how, learning courses and certificates and IT events – be part of the community of leaders of the industry and take part as a speaker or a visitor
• Multisport
• Technical and Personal training
• Language courses

Additionally only for employment contract:

• Cafeteria
• Financial Contribution for Meals
• Life insurance
• Bonuses for Personal Events
• Day off for volunteering