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S.i. Systems

Senior ServiceNow Functional Consultant (Implementer) who has rolled out CSM in a live production environment, preferably in a customer-facing call centre

S.i. Systems

Vancouver, BC

  • Number of positions available : 1

  • To be discussed

  • Contract job

  • Starting date : 1 position to fill as soon as possible

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S.i. Systems municipal client is looking for a Senior ServiceNow Functional Consultant (Implementer) who has rolled out CSM in a live production environment, preferably in a customer-facing call centre context


6 month contract to start, possibility of extension/ conversion to permanent employee. BC candidates only.


Must Haves:

  • 3-5+ years in ServiceNow, 2+ years in CSM module (Customer Service Management)
  • Deep CSM module expertise: Case types, SLAs, entitlements, contact/account hierarchy
  • Advanced Work Assignment (AWA): setting up queues, skills, routing, and capacity
  • Agent Workspace configuration with Playbooks and UI actions
  • OpenFrame & CTI integration experience or ServiceNow Voice familiarity
  • Process design skills: translating business processes into workflows and record lifecycles
  • Comfortable with minor scripting/customization if needed (business rules, flows)
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Requirements

Level of education

undetermined

Work experience (years)

undetermined

Written languages

undetermined

Spoken languages

undetermined

Internal reference No.

145001

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