Website The Judge Group


Salary: $130,000.00 USD Annually – $150,000.00 USD Annually

Description: Our client is currently seeking a SERVICENOW LEAD DEVELOPER CSM

ServiceNow Lead Dev CSM – 12 month contract

Notes –
• Contractors: $75-$85/hr – can look in Texas/Arizona/California
• Contractors – Day 1 be an order taker on new requirements
• Looking for Lead/Senior resources
• Working on the Member Side of the house of ServiceNow

Need to have those certifications – ServiceNow Certified Application Developer and/or Certified Customer Service Management Implementation Specialist is strongly preferred.
• Responsibilities – building out a set of requirements to follow Kelly’s lead to build them out.

ServiceNow Customer Service Management (CSM) Expert & Certified Application Developer to join our dynamic team. This role offers an exciting opportunity to leverage your deep knowledge of CSM functionalities and application development expertise to drive innovation and optimize our customer service operations

Tasks, Duties, Functions
• Process Improvement:
• Analyze existing customer service processes and identify areas for improvement.
• Leverage ServiceNow features (workflows, automations) to automate tasks and optimize workflows.
• Develop and implement process improvement initiatives within the CSM module.
• Continuously monitor and evaluate process effectiveness and suggest further enhancements.
• CSM Configuration:
• Configure the CSM module to align with best practices and meet specific business needs.
• Design and implement workflows, automations, and knowledge base articles within CSM.
• Integrate the CSM module with other ServiceNow modules and potentially external systems.
• Manage user roles and permissions within the CSM module.
• Collaboration:
• Work closely with business stakeholders to understand their requirements and translate them into actionable configurations.
• Collaborate with IT development teams to ensure seamless integration with other ServiceNow functionalities.
• Provide training and support to end-users on utilizing the CSM module effectively
• Technical Leadership:
• Lead the ServiceNow development team, ensuring the delivery of high-quality solutions.
• Provide technical oversight and guidance, ensuring best practices and standards are adhered to.
• Project Management:
• Coordinate with various IT and business departments to ensure effective implementation of ServiceNow solutions.
• Development & Customization:
• Oversee the design, development, and customization of ServiceNow applications, modules, and integrations.
• Lead the resolution of complex technical issues, providing long-term solutions to recurring problems.
• Stakeholder Engagement:
• Serve as the primary point of contact for ServiceNow-related activities and engagements with various departments.
• Gather and prioritize requirements from different stakeholders, ensuring the ServiceNow platform meets organizational needs.
• Performance Monitoring & Optimization:
• Monitor the performance and health of the ServiceNow platform, ensuring system performance and reliability.
• Lead initiatives to optimize configurations and improve the efficiency and effectiveness of the ServiceNow platform.
• Training & Mentorship:
• Mentor and provide training to ServiceNow developers and other team members.
• Develop and deliver training materials to educate end-users on ServiceNow functionalities.
• Documentation & Compliance:
• Ensure comprehensive documentation for all developed solutions and system configurations.
• Ensure compliance with organizational standards, industry best practices, and applicable laws and regulations.
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

• EDUCATION: Bachelor’s Degree in Computer Science, Information Systems, or a related field. Master’s Degree is a plus.
• EXPERIENCE: Minimum of 5 years of experience developing and implementing ServiceNow CSM applications.
• Minimum of 8 years of experience developing service management applications.
• Advanced technical knowledge of the ServiceNow platform.
• Strong leadership, project management, and team collaboration skills.
• Excellent communication, interpersonal, and stakeholder engagement skills.
• Ability to manage multiple priorities and tasks in a fast-paced work environment.
• Strong problem-solving skills, with a focus on providing solutions that drive organizational value.
• Proven experience in designing, developing, and deploying ServiceNow applications using ServiceNow APIs and scripting languages (e.g., JavaScript).

Licenses / Certifications

ServiceNow Certified Application Developer and/or Certified Customer Service Management Implementation Specialist is strongly preferred.


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