Overview
Remote
$90 - $100
Part Time
Skills
Service Management
ServiceNow Certified System Administrator
ServiceNow Certified Implementation Specialist
Web Portals
Service Level
ServiceNow
Customer Service Management
Job Details
Role: STC/BPC - CSM
Start Date: ASAP
Total Hours for BPC: 212 hours
Total Hours for STC: 276 hours
Location: Remote
Scope:
Design and implement Customer data model (accounts, relationships, contacts, hierarchy, product models, assets / Install Base) based on the requirements identified in the workshop. Import Customer information from the external system.
Configure the following:
- Customer Service Management Application according to ServiceNow best practices and as defined in User Stories
- Modifications of the Case form, with up to ten (10) additional fields per form, with minor scripting (if required)
- Customer Service Management Portal with additional branding and customization
- Rules to manage Case Escalation process
- Case Management with Incident Management
- Case Management with Request Management
- Up to five (5) Service Level Agreements (SLAs and OLAs)
Certifications needed:
- CSA
- CIS-CSM
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