Customer Service Management Consultant

Job Summary

A company is looking for a Customer Service Management (CSM) Consultant.

Key Responsibilities

• Implement Service Definitions and develop workflows for case escalations
• Configure CSM workspaces and dashboards for real-time agent performance tracking
• Lead form updates and provide technical options for optimal system design decisions

Qualifications & Experience

• Experience with Retail Service Management (RSM) or Customer Service Management (CSM)
• Expertise in workflows, workspaces, dashboards, and portal configurations
• Strong knowledge of the ServiceNow platform, including Now Assist and SLA tools
• Ability to write scripts for role-based access control and workflow automation
• Familiarity with AI-powered chatbots and GenAI recommendations in customer service