Experience: 3.00 + years

Salary: USD 2222-3333 / month (based on experience)

Expected Notice Period: 15 Days

Shift: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type: Remote

Placement Type: Full Time Contract for 6 Months(40 hrs a week/160 hrs a month)

(*Note: This is a requirement for one of Uplers' client - EC)

What do you need for this opportunity?

Must have skills required:

AI, Jira, ML, CSA, CSM Modules, Glide, ServiceNow Development, AWS, Azure, ITIL Framework, JavaScript, Rest APIs

EC is Looking for:

Job Profile: ServiceNow CSM & IT System Analyst/Administrator

Department: IT/Service Management

Reports To: IT Service Manager or Head of IT Operations

Job Purpose

The ServiceNow CSM & IT System Analyst/Administrator will design, implement, and maintain ServiceNow Customer Service Management (CSM) solutions while managing the administration, configuration, and optimization of the ServiceNow platform and broader IT systems. This hybrid role requires technical expertise in ServiceNow development, system analysis, and IT administration to ensure seamless service delivery, process automation, and alignment with business goals.

Key Responsibilities

ServiceNow CSM Focus

• Configure and customize ServiceNow CSM modules to enhance customer service workflows, case management, and self-service portals.
• Develop and integrate CSM solutions with third-party tools (e.g., CRM, telephony) to streamline customer interactions.
• Design automated workflows, business rules, UI policies, and scripts (JavaScript/Glide) to improve service efficiency.
• Collaborate with stakeholders to translate business requirements into scalable ServiceNow solutions.
• Monitor CSM performance, analyze metrics, and generate reports to drive continuous improvement.
  
  
  

IT System Analysis & Administration

• Administer ServiceNow instances: perform upgrades, manage user roles, troubleshoot issues, and ensure platform stability.
• Analyze IT system requirements, identify gaps, and recommend solutions for process optimization.
• Maintain system security, compliance, and data integrity through access controls and audits.
• Develop and update technical documentation, including system configurations and user guides.
• Provide Tier 2/3 support for ServiceNow and related IT systems, resolving incidents and fulfilling service requests.
  
  
  

Development & Innovation**

• Build custom applications, scripts, and integrations within ServiceNow to meet evolving business needs.
• Stay updated on ServiceNow releases and leverage new features (e.g., AI Search, Virtual Agent) for innovation.
• Participate in Agile/Scrum cycles for iterative development and deployment.
  
  
  

Qualifications

Education:Bachelor’s degree in Computer Science, Information Technology, or related field.

Certifications:* ServiceNow Certified System Administrator (CSA) **required;

ServiceNow CSM Developer/Implementation Specialist **highly preferred*.

Experience:

• 3+ years in ServiceNow development (JavaScript, Glide, REST/SOAP APIs).
• 2+ years in IT system analysis/administration, including incident management and upgrades.
• Proven track record in configuring CSM modules, portals, and integrations.
  
  
  

Technical Skills:

• Proficiency in ITIL frameworks, Agile methodologies, and DevOps practices.
• Familiarity with web technologies (HTML/CSS, AngularJS) and databases (SQL).
  
  
  

### Preferred Skills

• Additional ServiceNow certifications (e.g., CAD, ITSM).
• Experience with ITIL v4, project management tools (Jira), or cloud platforms (AWS/Azure).
• Knowledge of AI/ML applications in service management.
  
  
  

### Key Competencies

• Technical Proficiency: Mastery of ServiceNow architecture, scripting, and system integration.
• Analytical Thinking: Ability to diagnose issues and design data-driven solutions.
• Customer Focus: Commitment to enhancing user and customer experiences.
• Communication: Strong skills in translating technical details for non-technical stakeholders.
• Problem-Solving: Agile troubleshooting for complex technical/business challenges.
  
  
  

### Compensation & Benefits

• Competitive salary + performance bonuses.
• Health insurance, retirement plans, and professional development funding (e.g., certifications).
  
  
  

### Application Process

Submit a resume, cover letter, and examples of ServiceNow projects (e.g., workflows, integrations) to [email].

Equal Opportunity Employer

We encourage candidates with diverse backgrounds and certifications to apply.

How to apply for this opportunity?

• Step 1: Click On Apply! And Register or Login on our portal.
• Step 2: Complete the Screening Form & Upload updated Resume
• Step 3: Increase your chances to get shortlisted & meet the client for the Interview!
  
  
  

About Uplers:

Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!