As a ServiceNow Engineer specializing in case management, you'll play a critical role in configuring and optimizing the ServiceNow platform to handle complex, non-urgent issues.
Your responsibilities will include:
Case Management:
Customizing Case Forms: Modify case forms to collect only essential information related to resolving issues. Use UI elements like picklists and selectors for consistent data collection.
Communication Tracking: Record all communications to and from customers, including the channels being used.
Use Case Types: Support specific service use cases and manage major issues impacting multiple customers.
Account and Service Organization Modeling:
Complex Relationships: Customer service often involves tracking intricate relationships, such as account-consumer, consumer-contact, or partner-company. Modeling these relationships helps determine actions and access.
Business Location 360-Degree View: Enhance site-specific visibility for agents and managers by providing important context when managing issues.
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.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
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.