Customer Service Manager

Overview

Customer Service Manager Jobs in India at HireAlpha

Title: Customer Service Manager

Company: HireAlpha

Location: India

Role : ServiceNow CSM Technical Lead or Architect

Experience Lead – 6+ Years

Experience Architect – 11+ Years

Location – Pan India

Job Summary

We are seeking an experienced ServiceNow CSM Technical Lead to drive the design, development, and implementation of Customer Service Management (CSM) solutions on the ServiceNow platform. The ideal candidate will lead technical delivery, collaborate with stakeholders, and ensure best practices across the platform.

Key Responsibilities

Lead end-to-end implementation of ServiceNow CSM solutions

Design scalable and efficient solutions aligned with business requirements

Act as a technical expert for CSM modules including Case Management, Knowledge Management, and Customer Portal

Collaborate with business stakeholders, architects, and developers

Guide and mentor development teams

Ensure adherence to ServiceNow best practices and coding standards

Perform code reviews and manage technical deliverables

Integrate ServiceNow with third-party systems using REST/SOAP APIs

Troubleshoot and resolve complex technical issues

Support release management, upgrades, and platform optimization

Required Skills & Qualifications

Years of overall IT experience with 4+ years in ServiceNow

Strong hands-on experience in ServiceNow CSM module

Proficiency in JavaScript, Glide API, Script Includes, Business Rules, Flow Designer

Experience in Service Portal / UI Builder

Good understanding of integrations (REST, SOAP, APIs)

Experience with Agile/Scrum methodologies

Strong problem-solving and communication skills

Preferred Qualifications

ServiceNow CSM Certification

Experience in ITSM and other ServiceNow modules

Exposure to domain separation, performance tuning, and security best practices

Key Competencies

Leadership and team management

Stakeholder communication

Solution design and architecture thinking

Analytical and troubleshooting skills

Job Summary

We are looking for an experienced ServiceNow CSM Architect to lead the architecture, design,

and governance of Customer Service Management (CSM) solutions on the ServiceNow

platform. This role will be responsible for defining scalable architecture, aligning business needs

with platform capabilities, and driving end-to-end solution excellence.

Key Responsibilities

 Define and own the overall architecture for ServiceNow CSM implementations

 Lead solution design workshops and translate business requirements into technical

solutions

 Architect scalable, secure, and high-performance CSM solutions

 Provide technical leadership across multiple projects and teams

 Establish best practices, design standards, and governance frameworks

 Oversee integrations with external systems using REST/SOAP, middleware, and APIs

 Guide technical leads and developers; review solution designs and code

 Ensure platform optimization, performance tuning, and upgrade readiness

 Collaborate with enterprise architects, stakeholders, and leadership teams

 Drive innovation using ServiceNow capabilities (AI, automation, self-service, etc.)

Required Skills & Qualifications

 11+ years of IT experience with 8+ years on the ServiceNow platform

 Strong expertise in ServiceNow CSM module (Case Management, Omnichannel, Portal,

Knowledge, etc.)

 Deep understanding of ServiceNow architecture, data model, and platform capabilities

 Hands-on experience with JavaScript, Glide API, Flow Designer, IntegrationHub

 Strong experience in system integrations (REST, SOAP, APIs, middleware)

 Experience designing enterprise-scale solutions

 Excellent stakeholder management and communication skills

Preferred Qualifications

 ServiceNow Certified System Administrator (CSA)

 ServiceNow Certified Implementation Specialist – CSM

 ServiceNow Certified Application Architect or System Architect

 Experience across multiple ServiceNow modules (ITSM, ITOM, HRSD, etc.)

 Exposure to UI Builder, Service Portal, and Now Experience

Key Competencies

 Solution architecture & design thinking

 Strategic planning and decision-making

 Leadership and mentoring

 Stakeholder engagement

 Problem-solving and innovation