ServiceNow Sr. Technical/Business Process Consultant - CSM

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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