Senior Technical Consultant – ServiceNow CSM / CRM
Core
Design and implement scalable customer service and CRM solutions using the ServiceNow platform to automate case handling and connect front, middle, and back-office teams.
Role type
Senior Technical Consultant (ServiceNow CSM/CRM)
Builds
Customer service workflows, case management systems, and integrated CRM solutions
Domain
Enterprise CRM and Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ServiceNow platform development, JavaScript, Glide APIs, Flow Designer, Business Rules, REST/SOAP integrations, case management, SLA management, entitlement models, customer portals, knowledge management, technical workshop facilitation
Preferred skills
ServiceNow platform certifications, Salesforce ecosystem experience, Agile/Scrum delivery, field service management, sales and order management
Technologies
ServiceNow, Flow Designer, JavaScript, Glide APIs, REST, SOAP, Salesforce, Apex, Lightning Web Components
Responsibilities
Design and implement CSM capabilities (cases, accounts, entitlements, SLAs, portals), configure workflows and data models, support integrations with external systems, mentor junior consultants, review solution designs for maintainability
Seniority
Senior, hands-on IC
