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Customer Service Management (CSM) System Architect
TQuanta
Job Description
Architect ServiceNow CSM solutions to enhance customer support, case management, and SLA tracking.
Responsibilities
Design and implement CSM modules and workflows
Configure case management, service portals, and knowledge base
Integrate CSM with ITSM, ITOM, and third-party systems
Monitor customer experience metrics and KPIs
Collaborate with business and support teams to optimize processes
Requirements
3–12 years of experience in ServiceNow CSM
Hands-on with Service Portal, Knowledge Base, and Case Management
Proficiency in Flow Designer, GlideScript, and integrations
Experience with SLA tracking and reporting
ServiceNow certifications preferred (CSM Implementation)