CSM Implementation & Configuration
- Configure and implement ServiceNow CSM modules including Case Management, Customer Service Portal, Knowledge Management, and Service Catalog integration.
- Design and optimize case lifecycle workflows, SLAs, assignment rules, escalation models, and entitlement configurations.
- Configure Agent Workspace for CSM to improve agent productivity and user experience.
- Implement and maintain domain separation (if applicable) across business units or entities.
Platform Administration & Operations
- Perform platform administration tasks including user management, role-based access control (RBAC), groups, and security policies.
- Manage incident, problem, and change processes related to CSM operations.
- Maintain data integrity across CSM tables, customer accounts, contacts, and service offerings.
- Support release management activities including testing, deployment validation, and post-release stabilization.
Integrations & Automation
- Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required.
- Configure inbound/outbound email actions, REST/SOAP integrations, and third-party connectors.
- Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution.
Reporting & Performance Management
- Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance.
- Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction.
Continuous Improvement
- Identify optimization opportunities across customer journeys and service delivery models.
- Support enhancements, upgrades, and new feature rollouts within the CSM module.
- Act as a functional SME for CSM processes and provide guidance to stakeholders.