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Lead ServiceNow Admin/Developer

Xceltrait Inc.

This is a Full-time position in Dallas, TX posted June 9, 2021.

In this role, you will use your knowledge and experience of delivering ServiceNow based solutions to optimize our clients Customer Service operations and help them drive business results. Responsibilities Manage ServiceNow CSM projects and work-streams through discovery, design, build, test, and deployment activities, including monitoring and identifying any project issues early to be able to mitigate any risk for your client. Provide hands-on leadership and Project Management to ensure deadlines are met and key deliverables are always accurate. Work with a team of both functional and technical consultants through requirements gathering and sprint design sessions. Work with client stakeholders to document baseline, current state CSM Service Delivery operations. Develop detailed implementation plans for deploying the CSM modules including establishing key milestones, and finalizing budgetscope and high level architecture. Establish user journeys and create the user stories to support the design and configuration of the Customer Service Portal, Knowledge Management, and Case Management capabilities. Support the iterative configuration of the CSM application engage stakeholders to conduct reviews through joint design sessions. Assist with executing system validation prepare the organization for the transition and ensuring readiness for deploying the CSM build into production. Basic Qualifications At least 3 years of experience with ServiceNow ITSM (or any module), preferably as an end user. Knowledge of Customer Service functions, processes, and best practices. Prefer experience in the delivery and implementation of ServiceNow projects. Experience developing detailed implementation plans for ServiceNow. Experience in Project Management, monitoring risk, budget, resources etc. Xceltrait will train the selected candidate on ServiceNow CSM and will pay for the certification.

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