ServiceNow Tech Lead - CSM

Position Title: ServiceNow Tech Lead - CSM Location: Bangalore Job Type: Full-Time Experience Level: Senior 8+ years About the role We are seeking a highly skilled and experienced Senior Tech Lead specializing in ServiceNow – CSM Module. The ideal candidate will have over 7 years of experience in ServiceNow and 3 years in CSM modules for Case Management. Certified in ServiceNow, with a proven track record in leading teams, implementing CSM solutions, and optimizing case management processes to enhance customer service and operational efficiency. Key Responsibilities Team Leadership : Lead and mentor a team of CSM professionals, providing guidance and support to ensure successful project delivery and professional growth. Case Management : Oversee the design and implementation of case management workflows, ensuring efficient issue resolution and incident tracking. Knowledge Management : Develop and maintain comprehensive knowledge bases to support self-service and improve customer support efficiency. Surveys : Design, deploy, and analyze customer feedback surveys to track satisfaction and drive continuous improvement. Omni-Channel : Integrate and manage multiple communication channels (e.g., email, chat, phone) to create a seamless and consistent customer experience across all touchpoints. Customer Service Principles : Champion best practices and principles of customer service to enhance service quality and customer satisfaction. Customer Journey Mapping : Map and analyze customer journeys to identify pain points, enhance user experience, and implement improvements aligned with customer needs. Required Skills Experience : 8+ years in consulting, with a proven track record in implementing ServiceNow CSM solutions, focusing on case management, knowledge management, surveys, and omni-channel. Technical Expertise : Proficient in ServiceNow technologies including Flow Designer, REST, JavaScript, HTML, CSS, etc. Certifications : ServiceNow Certified System Administrator, CSM Implementor. Leadership Skills : Proven experience in leading and managing teams, with strong interpersonal and communication skills. Analytical Skills : Strong analytical and problem-solving skills, with the ability to identify and implement process improvements. Project Management : Experience in managing ITSM projects from inception to completion, ensuring timely delivery and quality outcomes. Education : Bachelor’s degree in computer science, Information Technology, or a related field; advanced degrees are a plus. Preferred Qualifications:

• ServiceNow Certification: ServiceNow Certified System Administrator or other relevant certifications.
• Process Improvement: Experience in process improvement methodologies such as Lean or Six Sigma.
• Integration Experience: Experience integrating ServiceNow with other enterprise systems.

Why Join Us: At BCE Global Tech, immerse yourself in exciting projects that are shaping the future of both consumer and enterprise telecommunications. Innovative Environment: Work in a dynamic and innovative environment where your contributions make a significant impact. Professional Growth: Opportunities for continuous learning and professional development. Collaborative Culture: Be part of a collaborative and supportive team that values your expertise and ideas. If you are passionate about technology and eager to make a difference, we want to hear from you! Apply now to join our dynamic team in Bengaluru. What we offer

• Competitive salaries and comprehensive health benefits
• Flexible work hours and remote work options
• Professional development and training opportunities
• A supportive and inclusive work environment