Service Now - Technical Consultant CSM(Remote)

Job Title :

Job Type

Experience

We are seeking an experienced and technically strong ServiceNow Technical Lead specializing in the Customer Service Management (CSM) module. This role will lead the design, architecture, development, and deployment of scalable CSM solutions on the ServiceNow platform. The ideal candidate combines strong technical development skills with leadership experience, client communication, and a track record of delivering complex ServiceNow implementations.

Key Responsibilities:

Technical Leadership:

Lead end-to-end technical design and implementation of ServiceNow CSM solutions.

Guide a team of ServiceNow developers and administrators through the SDLC.

Review code, ensure adherence to best practices, and maintain platform integrity.

Serve as the technical point of contact for clients and internal stakeholders.

Architecture & Development:

Architect robust and scalable ServiceNow CSM solutions using standard and custom components.

Develop and customize key CSM features: Cases, Accounts, Contacts, Entitlements, SLAs, Knowledge, Communities, and Virtual Agent.

Create custom applications and integrations using REST/SOAP APIs, IntegrationHub, and MID Servers.

Implement AWA (Advanced Work Assignment), Virtual Agent, and Predictive Intelligence where applicable.

Stakeholder Management:

Collaborate with business analysts and solution architects to translate business requirements into technical designs.

Present solution architecture and roadmaps to business and IT leaders.

Drive workshops, technical discussions, and sprint planning with cross-functional teams.

Governance & Delivery:

Ensure adherence to ServiceNow platform standards, security policies, and performance benchmarks.

Manage technical risk, issue resolution, and post-implementation support.

Conduct platform upgrades and migrations while minimizing impact to business.

Required Skills & Qualifications:

8+ years of experience on the ServiceNow platform, with 3+ years in CSM-specific implementations.

Deep knowledge of ServiceNow architecture, including custom apps, scoped apps, ACLs, UI policies, and scripting (JavaScript, Glide API).

Proven experience with ServiceNow Studio, Flow Designer, Business Rules, Script Includes, and custom integrations.

Proficient in implementing:

Case Lifecycle Management

SLAs and Entitlements

Omnichannel support (chat, email, portal)

Knowledge Base and Communities

Dashboards and Performance Analytics

Experience integrating with CRM, ERP, and external ticketing systems via APIs.

Strong background in Agile/Scrum methodologies and DevOps tools (JIRA, Git, etc.).

Preferred Certifications:

ServiceNow CSA Certified System Administrator (Mandatory)

ServiceNow CIS Customer Service Management (Highly Preferred)

ServiceNow Application Developer (Preferred)

ITIL v4 Foundation (Preferred)

Soft Skills:

Excellent leadership, mentoring, and team collaboration skills.

Strong communication and client-facing abilities.

Ability to drive decisions and resolve conflicts in high-pressure environments.

Ownership mindset and proactive approach to problem-solving.