AgileEngine - ServiceNow Technical Consultant - CSM Implementation

Role : ServiceNow CSM Technical Consultant

Experience : 4+ Years (ServiceNow), 2+ Years (CSM)

Employment Type : Full-time

Job Overview :

We are looking for a skilled ServiceNow CSM Technical Consultant with over 4 years of experience, including at least 2 years focused specifically on Customer Service Management (CSM) implementations. This is a hands-on role for a self-starting professional who will be responsible for designing and configuring CSM modules, building rich service portals, and integrating with external systems. You will play a key role in collaborating with technical teams and business owners to deliver high-quality, customer-centric solutions.

What You Will Do :

- Design and configure core CSM modules, including cases, SLAs, service portals, and escalation paths, ensuring they align with business requirements.

- Build rich and intuitive Service Portals with custom logic, widgets, and dashboards to enhance the user experience.

- Integrate external CRMs and backend systems with ServiceNow using various integration methods.

- Lead the documentation of technical designs, conduct thorough testing, and provide training for new deployments.

- Collaborate effectively with technical teams and business owners to gather requirements, provide technical guidance, and ensure successful solution delivery.

- Utilize scripting, Flow Designer, and Virtual Agent to automate processes and improve service efficiency.

Must-Haves

- 4+ years of experience on the ServiceNow platform, with a minimum of 2+ years in CSM implementations.

- Strong proficiency in scripting, including Business Rules, Script Includes, and Client Scripts.

- Hands-on experience with Flow Designer and building conversations with the Virtual Agent.

- Experience with frontend customization, including HTML, CSS, and AngularJS, with a strong UX mindset.

- Fluency in English and a self-starting, proactive attitude.

- Proven ability to design and configure CSM modules, cases, SLAs, and portals.

- Experience with integrations and API technologies.