Job Title: Consultant | Customer Service Management | Bengaluru | ServiceNow
Deloitte.
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Consultant | Customer Service Management | Bengaluru | ServiceNow
· Job requisition ID: 105664
· Location: PAN India
· Entity: Deloitte Touche Tohmatsu India LLP
The team
Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P
Your work profile
· Design, develop, and configure scalable ServiceNow Customer Service Management (CSM) solutions to support customer support operations and digital service transformation.
· Gather and analyze business requirements from customer service, operations, and support teams, and translate them into technical design specifications and development tasks.
· Develop and customize Case Management, Agent Workspace, Service Portal / Customer Portal, Playbooks, Knowledge Management, and SLA workflows.
· Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
· Develop integrations with third-party applications such as CRM, ERP, monitoring tools, and external customer systems using REST APIs, SOAP, IntegrationHub, and MID Server.
· Customize and enhance the Customer Portal using Service Portal widgets and custom components
· Implement data imports, transform maps, and CSM-specific data models
· Customize Case Management lifecycle including assignment rules, playbooks, routing, and agent workspace
· Collaborate with business analysts, architects, and cross-functional teams to understand design dependencies and ensure smooth solution delivery.
· Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post-go-live support.
· Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and user experience.
Key skills required
· 3-5 years of Experience in ServiceNow development with strong expertise in Customer Service Management (CSM).
· Strong experience in ServiceNow CSM modules, including:
o Case Management
o Account & Contact Management
o Consumer Service Portal
o Agent Workspace
o Knowledge Base
o Entitlements & SLAs
o Playbooks
o Omnichannel customer workflows
· Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts.
· Hands-on experience with Flow Designer, IntegrationHub, and Service Portal / custom widgets.
· Good understanding of customer service processes, ticket lifecycle, case routing, escalation, and SLA management.
· Preferred certifications:
o CSA (Certified System Administrator)
o CAD (Certified Application Developer)
o CIS-CSM (Certified Implementation Specialist – CSM)
You bring you
That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.
Your bold odyssey starts here
Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.
Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.
Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.