The ServiceNow Lead Developer- Customer Service Management role is responsible for overseeing the design, development, and optimization of the ServiceNow platform to align with the organizational goals. This role requires a seasoned ServiceNow professional with a blend of technical expertise and leadership skills. The ServiceNow Lead will supervise the ServiceNow development team, ensure best practices, liaise with stakeholders, and contribute significantly to the strategic Digital initiatives within the organization.
Some of the daily tasks:
1) Process Improvement:
1) Analyze existing customer service processes and identify areas for improvement.
2) Leverage ServiceNow features (workflows, automations) to automate tasks and optimize workflows.
3) Develop and implement process improvement initiatives within the CSM module.
4) Continuously monitor and evaluate process effectiveness and suggest further enhancements.
2) CSM Configuration:
1) Configure the CSM module to align with best practices and meet specific business needs.
2) Design and implement workflows, automations, and knowledge base articles within CSM.
3) Integrate the CSM module with other ServiceNow modules and potentially external systems.
4) Manage user roles and permissions within the CSM module.
3) Collaboration:
1) Work closely with business stakeholders to understand their requirements and translate them into actionable configurations.
2) Collaborate with IT development teams to ensure seamless integration with other ServiceNow functionalities.
3) Provide training and support to end-users on utilizing the CSM module effectively
4) Technical Leadership:
1) Lead the ServiceNow development team, ensuring the delivery of high-quality solutions.
2) Provide technical oversight and guidance, ensuring best practices and standards are adhered to.
5) Project Management:
1) Coordinate with various IT and business departments to ensure effective implementation of ServiceNow solutions.
6) Development & Customization:
1) Oversee the design, development, and customization of ServiceNow applications, modules, and integrations.
2) Lead the resolution of complex technical issues, providing long-term solutions to recurring problems.
7) Stakeholder Engagement:
1) Serve as the primary point of contact for ServiceNow-related activities and engagements with various departments.
2) Gather and prioritize requirements from different stakeholders, ensuring the ServiceNow platform meets organizational needs.
8) Performance Monitoring & Optimization:
1) Monitor the performance and health of the ServiceNow platform, ensuring system performance and reliability.
2) Lead initiatives to optimize configurations and improve the efficiency and effectiveness of the ServiceNow platform.
9) Training & Mentorship:
1) Mentor and provide training to ServiceNow developers and other team members.
2) Develop and deliver training materials to educate end-users on ServiceNow functionalities.
10) Documentation & Compliance:
1) Ensure comprehensive documentation for all developed solutions and system configurations.
2) Ensure compliance with organizational standards, industry best practices, and applicable laws and regulations.
3) Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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5+ years of experience developing and implementing ServiceNow CSM applications
Relevant ServiceNow certifications you hold, such as CSM Certified Implementation Specialist (CIS), Certified Application Developer (CAD)
Strong leadership, project management, and team collaboration skills.
Excellent communication, interpersonal, and stakeholder engagement skills.
Ability to manage multiple priorities and tasks in a fast-paced work environment.
Strong problem-solving skills, with a focus on providing solutions that drive organizational value.
Proven experience in designing, developing, and deploying ServiceNow applications using ServiceNow APIs and scripting languages (e.g., JavaScript).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.