ServiceNow PM Workflows Consultant Job at Openkyber, Kansas

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  • Openkyber
  • Kansas

Job Description

10+ years of IT experience, with 5+ years in ServiceNow CSM architecture

Proven track record of delivering large-scale ServiceNow transformations

Experience in customer service operations or CX transformation programs

Job Description:

  • Customer Service Management - Solution Design and Implementation
  • Several ServiceNow CSM/CRM project Implementation
  • Managed the team for customer deliverables
  • Involved on the project discussion
  • ServiceNow certifications on CSM/CRM CSM Module Expertise:
  • Design and implement core ServiceNow CSM functionalities:
  • Case lifecycle management
  • SLAs and escalation workflows
  • Knowledge base and self-service portals
  • Customer interaction channels (chat, email, virtual agent)
  • Drive adoption of advanced CSM capabilities such as Predictive Intelligence and AI-

Performance Optimization & Innovation:

  • Monitor solution performance and drive continuous improvement
  • Identify automation and AI/GenAI use cases to enhance customer service operations
  • Evaluate new ServiceNow features/releases and drive adoption
  • Architect integrations with enterprise systems (CRM, ERP, SAP, Salesforce, legacy applications)
  • Collaborate with business stakeholders, CX leaders, and IT teams to gather requirements and define target-state processe
  • Establish ServiceNow development standards, governance frameworks, and coding best practices

For applications and inquiries, contact:hirings@openkyber.com

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