Kyndryl

Servicenow Developer – FSM, CSM

Kyndryl

full-time

Posted on:

Location Type: Hybrid

Location: Pune • 🇮🇳 India

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Job Level

SeniorLead

Tech Stack

JavaScriptServiceNow

About the role

  • Develop and implement ServiceNow CSM, FSM, and other modules from initiation to completion, tailored to meet customer requirements.
  • Perform system testing, troubleshooting, and issue resolution during the implementation phase.
  • Collaborate with technical teams to define integrations with other systems and applications, ensuring seamless data flow.
  • Write and update scripts (JavaScript) across various modules to develop rules, workflows, APIs, and integrations.
  • Focus on high code quality and re-usability, ensuring solutions are efficient and maintainable.
  • Create and manage case management workflows for efficient issue resolution.
  • Create and manage knowledge bases to support self-service and enhance support efficiency.
  • Create, execute, and evaluate customer feedback surveys to maintain consistent service enhancement.
  • Manage multiple communication channels for a seamless customer experience.
  • Implement customer service best practices to enhance service quality and ensure customer satisfaction.
  • Create and analyze customer journey maps to identify areas for improvement and address pain points effectively.
  • Enhance field service processes from dispatching to tracking and reporting, thereby increasing overall service quality and efficiency.
  • Tailor and configure ServiceNow FSM applications to fulfill business requirements, encompassing the creation and maintenance of forms, workflows, notifications, and reports.
  • Integrate ServiceNow FSM with other systems and third-party applications for smooth data flow and automation.

Requirements

  • 8 + years of hands-on experience in ServiceNow development
  • 5+ years of experience in developing and implementing ServiceNow CSM solutions, with a focus on case management, knowledge management, surveys, and omnibus-channel processes
  • Experience in developing and implementing ServiceNow FSM solutions, particularly focusing on work orders, tasks, scheduling, and resource management
  • Completion of Customer Service Management (CSM) Professional Plus Suite.
Benefits
  • Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey.
  • Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more.
  • Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ServiceNow CSMServiceNow FSMJavaScriptsystem testingtroubleshootingAPI developmentworkflow developmentcase managementknowledge managementcustomer journey mapping
Soft skills
collaborationcommunicationproblem-solvingcustomer serviceservice enhancementefficiency improvementissue resolutionadaptabilityattention to detailorganizational skills
Certifications
Customer Service Management (CSM) Professional Plus Suite