• Configure and implement ServiceNow CSM modules including Case Management, Customer Service Portal, Knowledge Management, and Service Catalog integration. • Design and optimize case lifecycle workflows, SLAs, assignment rules, escalation models, and entitlement configurations. • Configure Agent Workspace for CSM to improve agent productivity and user experience. • Implement and maintain domain separation (if applicable) across business units or entities. • Perform platform administration tasks including user management, role-based access control (RBAC), groups, and security policies. • Manage incident, problem, and change processes related to CSM operations. • Maintain data integrity across CSM tables, customer accounts, contacts, and service offerings. • Support release management activities including testing, deployment validation, and post-release stabilization. • Support integrations between CSM and other ServiceNow modules (ITSM, ITOM, HRSD) where required. • Configure inbound/outbound email actions, REST/SOAP integrations, and third-party connectors. • Enable workflow automation using Flow Designer and Business Rules to streamline customer case resolution. • Develop dashboards and performance analytics reports for case trends, SLA compliance, and agent performance. • Monitor operational KPIs and recommend improvements to enhance service quality and customer satisfaction. • Identify optimization opportunities across customer journeys and service delivery models. • Support enhancements, upgrades, and new feature rollouts within the CSM module. • Act as a functional SME for CSM processes and provide guidance to stakeholders.

• Configure and enhance the ServiceNow CMDB • Customize and maintain data models according to best practices • Implement Identification and Reconciliation rules • Support the implementation of Discovery solutions • Integrate external systems into the CMDB • Ensure data quality and governance • Perform technical analysis of existing structures and derive optimization measures • Work closely with architects, business analysts, and project managers

• Configuration and further development of the ServiceNow CMDB • Customization and maintenance of data models according to best practices • Implementation of Identification & Reconciliation Rules • Support in the implementation of Discovery solutions • Integration of external systems into the CMDB • Ensuring data quality and governance • Technical analysis of existing structures and definition of optimization measures • Close collaboration with architects, business analysts and project managers

• Serve as liaison between business and technical aspects of projects. • Define project scope and objectives and communication plans. • Plan project stages and assess business implication for each stage. • Monitor progress to ensure deadlines, standards, and cost targets are met. • Assign resources, timelines, and schedule for assigned projects. • Facilitate crew and customer meetings. • Mitigate risks and dependencies. • Manage solutions using Agile and iterative project methodologies and various project management tools. • Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing. • Monitor or track project milestones and deliverables and confer with project personnel to identify and resolve problems. • Develop and manage work breakdown structure (WBS) of information technology projects. • Submit project deliverables, ensuring adherence to quality standards. • Prepare project status reports by collecting, analyzing, and summarizing information and trends. • Ensure quality control standards.