ServiceNow CSM/CRM Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the implementation and improvement initiatives related to ServiceNow CSM and CRM.

• Collect business requirements and set up Case Management, Customer/Consumer Accounts, Contacts, Users, and Assignment Rules.

• Create customer service workflows and automate processes utilizing Flow Designer and Omnichannel functionalities.

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

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

• Configure dashboards, reports, and key performance indicators (KPIs).

• Offer technical support and guidance to junior developers.

• Convert intricate customer service requirements into scalable solutions within ServiceNow.

• Design essential workflows and connect pivotal enterprise applications.

⛳️ Requirements

• Minimum total experience required: 8+ years.

• Minimum relevant experience required: 7+ years in ServiceNow & CSM.

• At least 7 years of practical experience on the ServiceNow platform with substantial expertise in ServiceNow CSM.

• Strong understanding of CRM and Customer Service processes.

• Proficient 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.

• Comprehensive knowledge of the ServiceNow data model, security, and Access Control Lists (ACLs).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours with remote work options.

• Supportive and collaborative work environment.