Analyst

Job Description
Are you passionate about optimizing Customer Service Management (CSM) processes? Join our dynamic team as a ServiceNow Technology Analyst, where you'll have the opportunity to manage and enhance the ServiceNow platform, particularly focusing on CSM. You'll play a key role in advancing the client's digital transformation and improving customer engagement strategies through technology.

Our IT Department is committed to innovation, with a proven track record of forward-thinking initiatives and national recognition for excellence. As a ServiceNow Analyst, you'll collaborate across departments, acting as a key technical resource to configure, develop, and maintain ServiceNow solutions that improve the experience for both internal and external customers.

Duties and Responsibilities

• Act as a primary technical resource for day-to-day ServiceNow incidents and service requests, with a focus on Customer Service Management (CSM).
• Collaborate with stakeholders to gather business requirements, troubleshoot issues, and translate them into technical solutions within ServiceNow.
• Configure and develop ServiceNow CSM modules, improving workflows, self-service portals, and customer experience.
• Participate in the implementation of ServiceNow upgrades, enhancements, and integrations with other software platforms.
• Follow Software Development Life Cycle (SDLC) and Information Technology Infrastructure Library (ITIL) best practices to ensure optimal platform performance.
• Work closely with other IT and business teams to develop a deep understanding of how ServiceNow CSM integrates with other enterprise systems and meets the City's strategic objectives.

Education and Experience:

• Bachelor's degree in information technology or a related field, with 2 years of professional experience working with ServiceNow or equivalent customer service management software.

Preferred Qualifications:

• 2+ years of hands-on ServiceNow configuration and development experience, particularly in CSM.
• ServiceNow certifications in CSM or IT Service Management (ITSM).
• ITIL certification is a plus.

Knowledge, Skills & Abilities

• Strong knowledge of ServiceNow CSM, including configuring portals, workflows, and customer case management.
• Proficient in JavaScript and SQL, with experience troubleshooting and resolving technical issues.
• Excellent problem-solving skills and a proactive approach to customer service.
• Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
• Ability to quickly learn new technologies and adapt to changing business needs.

Required Skills : 2+ years of hands-on ServiceNow configuration and development experience in CSM. ServiceNow certifications in CSM or IT Service Management (ITSM). Must be able to work hybrid in Raleigh, NC.

Basic Qualification :

Additional Skills :


Background Check : Yes


Drug Screen : Yes


Notes :
Selling points for candidate :
Project Verification Info :
Candidate must be your W2 Employee :Yes
Exclusive to Apex :No
Face to face interview required :No
Candidate must be local :Yes
Candidate must be authorized to work without sponsorship :Yes
Interview times set : :No
Type of project :
Master Job Title :
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