Senior Technical Consultant - ServiceNow CSM / CRM

About the role

We are looking for a Senior Technical Consultant to join our ServiceNow Customer Workflows team and help deliver modern customer service and CRM transformation programs. This role is ideal for experienced CRM, customer service, or enterprise platform consultants who enjoy solving complex business challenges and designing scalable digital solutions. While experience with the ServiceNow platform is a strong advantage, it is not mandatory. We are equally interested in strong consultants coming from platforms such as Salesforce, Microsoft Dynamics, or other enterprise CRM ecosystems who want to grow into ServiceNow Customer Workflows. You will work closely with architects, business consultants, project managers, and customer stakeholders to design and implement solutions that improve customer service operations, automate case handling, and connect front, middle, and back-office teams.

Responsibilities

• As a Senior Technical Consultant, you will:
• Design and implement customer service and CRM solutions using the ServiceNow platform.
• Translate customer requirements into scalable ServiceNow configurations and technical designs.
• Configure and customize CSM capabilities such as cases, accounts, contacts, consumers, products, installed base, entitlements, SLAs, assignment rules, notifications, knowledge, and customer portals.
• Design and implement workflows using Flow Designer, business rules, client scripts, UI policies, ACLs, integrations, and data models.
• Support workshops, process analysis, solution walkthroughs, demos, testing, UAT, go-live, and hypercare.
• Review solution designs and code to ensure maintainability, performance, and platform alignment.
• Support integrations between ServiceNow and external systems, including CRM, ERP, contact center, billing, identity, and customer-facing platforms.
• Mentor mid-level and junior consultants and contribute to delivery standards, accelerators, and reusable assets.
• Work with architects and functional consultants to connect CSM with broader CRM capabilities such as Field Service Management, Sales and Order Management, or industry-specific workflows when relevant.

Requirements

• Required experience:
• 5+ years of experience in enterprise software implementation, development, technical consulting, or solution engineering.
• Strong experience in CRM, customer service, case management, or workflow-driven platforms.
• Strong knowledge of platform development: JavaScript, Glide APIs, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, forms, lists, notifications, and data model design.
• Experience with REST/SOAP integrations and third-party system connectivity.
• Good understanding of customer service processes, case management, SLA management, entitlement models, customer portals, knowledge management, and service automation.
• Ability to run or support technical workshops and explain technical decisions to both technical and non-technical stakeholders.
• Strong consulting mindset: ownership, structured communication, problem solving, and ability to challenge requirements constructively.
• Strong advantage if you have
• Previous experience with ServiceNow platform development or implementation.
• Experience with customer workflows, field service, sales, order management, or digital customer engagement platforms.
• Experience with Agile / Scrum delivery.
• Previous consulting or customer-facing delivery experience.
• Platform certifications in ServiceNow, Salesforce, or other enterprise ecosystems.
• Open to experienced Salesforce professionals
• We actively welcome experienced Salesforce consultants, developers, and solution specialists who want to expand into the ServiceNow ecosystem.
• You may be a good fit if you have experience with:
• Salesforce Service Cloud, Sales Cloud, Experience Cloud, Field Service, CPQ, or CRM integrations.
• Case management, account/contact models, entitlement processes, customer portals, knowledge, workflows, and automation.
• Apex, Lightning Web Components, Flow, REST APIs, or Salesforce integration patterns.
• Enterprise CRM implementation projects.
• What matters most is your technical foundation, customer-facing consulting experience, CRM process understanding, and motivation to grow into the ServiceNow ecosystem.

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