Senior ServiceNow CSM/CRM Consultant
Experience: 8+ Years
Relevant ServiceNow Experience: 7+ Years
Engagement: Time & Material (T&M)
Location: Remote – India
Working Hours: 12:30 PM – 9:30 PM IST
Job Summary
We are looking for a Senior ServiceNow CSM/CRM Consultant with strong hands-on experience in ServiceNow Customer Service Management (CSM), CRM processes, configuration, customization, integrations, and workflow automation.
The ideal candidate should be capable of translating business requirements into scalable ServiceNow solutions and working closely with business stakeholders, product owners, developers, and technical teams.
Key Responsibilities
- Lead ServiceNow CSM/CRM implementation and enhancement projects.
- Gather requirements and translate them into ServiceNow solutions.
- Configure CSM, Case Management, Accounts, Contacts, Customers, Consumer Services, Portals, Knowledge Management, Service Catalog, SLAs and Entitlements.
- Design workflows and automation using Flow Designer.
- Configure Omnichannel Customer Service and self-service capabilities.
- Work with Customer/Partner Portals.
- Design REST/SOAP/API integrations and work with IntegrationHub.
- Integrate ServiceNow with CRM, ERP and other enterprise applications.
- Configure dashboards, reports and customer service KPIs.
- Support testing, deployment, troubleshooting and production issues.
- Perform technical/functional analysis and recommend process improvements.
- Provide technical guidance and mentoring to junior consultants/developers.
Mandatory Skills
- 7+ years of ServiceNow experience
- Strong hands-on ServiceNow CSM
- Strong understanding of CRM & Customer Service processes
- Case Management, Accounts, Contacts, Customers & Consumer Services
- ServiceNow configuration & customization
- JavaScript / Glide Scripting
- Business Rules, Client Scripts, UI Policies & UI Actions
- Flow Designer & IntegrationHub
- REST/SOAP APIs & third-party integrations
- ServiceNow Customer/Employee Service Portals
- ServiceNow data model & Security/ACLs
- Strong troubleshooting and analytical skills
Ideal Candidate
Candidates with strong ServiceNow CSM + CRM + IntegrationHub + Flow Designer experience who can independently handle implementation, enhancement, integration, and production support activities.
Important: This is a Time & Material engagement, not a freelance requirement. The expectation is approximately 160 hours / 20 working days per month.
Search Keywords
ServiceNow CSM, ServiceNow CRM, Customer Service Management, ServiceNow Consultant, CSM Consultant, ServiceNow Developer, ServiceNow IntegrationHub, Flow Designer, Glide Script, JavaScript, REST API, SOAP API, Case Management, Customer Portal, Service Portal, ACL, Business Rules, Client Scripts, UI Policies, UI Actions, ServiceNow Integration, CRM.
Pay: ₹80,000.00 - ₹120,000.00 per month
Experience:
- ServiceNow: 7 years (Required)
Work Location: Remote