Job Description

Collaborate with business stakeholders to understand and document ServiceNow CSM implementation and enhancement requirements Design, configure, and customize ServiceNow CSM modules to meet business needs, leveraging best practices and industry standards Monitor customer service representative performance create and manage training programs for employees handle escalated customer complaints, and develop new strategies to improve the customer experience Manage the collaborative development and sustainment of best in-class processes to ensure customer satisfaction using reporting data to make informed business decisions regarding the Customer Service department About Virtusa



Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.