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ServiceNow CSM/CRM Consultant

FyerX
Posted 15 days ago, valid for 8 days
Salary

Competitive

Contract type

Contract

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Sonic Summary

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  • This is a remote contract position for a Senior ServiceNow CSM/CRM Consultant.
  • The role requires a total of 8+ years of experience, with at least 7+ years specifically in ServiceNow and CSM.
  • The consultant will lead implementation and enhancement projects, translating customer service requirements into scalable solutions.
  • Key responsibilities include configuring Case Management, designing workflows, and building integrations with enterprise applications.
  • Proficiency in JavaScript and a strong understanding of CRM processes are essential for this role.

This is a remote position.

Senior ServiceNow CSM/CRM Consultant

Job Details

  • Employment Type: Contract

  • Work Mode: Remote

  • Location: Offshore

  • Shift Timing: 12:30 PM to 9:30 PM IST (E1 Shift)

  • Total Experience Required: 8+ years

  • Relevant Experience Required: 7+ years in ServiceNow & CSM


Job Summary We are seeking a Senior ServiceNow CSM/CRM Consultant to lead implementation and enhancement projects across ServiceNow CSM and CRM modules. The ideal candidate will translate complex customer service requirements into scalable ServiceNow solutions, design core workflows, and integrate key enterprise applications.


Key Responsibilities

  • Lead implementation and enhancement projects focused on ServiceNow CSM and CRM.

  • Gather business requirements and configure Case Management, Customer/Consumer Accounts, Contacts, Users, and Assignment Rules.

  • Design customer service workflows and automation using Flow Designer and Omnichannel capabilities.

  • Configure Customer/Partner Portals, Service Catalog, Knowledge Management, SLAs, and Entitlements.

  • Build REST/SOAP integrations with CRM, ERP, and enterprise applications using IntegrationHub.

  • Configure dashboards, reports, and KPIs, and provide technical guidance to junior developers.



Requirements

Required Qualifications

  • 7+ years of hands-on experience on the ServiceNow platform with deep expertise in ServiceNow CSM.

  • Strong functional knowledge of CRM and Customer Service processes.

  • Proficiency in JavaScript, Glide scripting, Business Rules, Client Scripts, UI Policies, and UI Actions.

  • Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, and third-party integrations.

  • Strong expertise in ServiceNow data model, security, and ACLs.





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