Mid-Level ServiceNow Technical Consultant

About the role

We are looking for a Mid-Level ServiceNow Technical Consultant to join our ServiceNow Customer Workflows team and help deliver modern customer service and CRM transformation programs. This role is suitable for people with experience in 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 as part of a project team, supporting configuration, development, testing, documentation, and solution delivery under the guidance of senior consultants and architects. ServiceNow describes Customer Workflows as a way to go beyond traditional CRM by connecting customer service with other departments through digital workflows.

Responsibilities

• As a Mid-Level Technical Consultant, you will:
• Configure and develop ServiceNow CSM / CRM features based on defined requirements.
• Work on case management, customer accounts, contacts, consumers, products, entitlements, SLAs, notifications, knowledge, and customer portals.
• Build and maintain flows, business rules, client scripts, UI policies, forms, lists, reports, dashboards, and basic integrations.
• Support data import, data mapping, testing, defect fixing, and deployment activities.
• Participate in customer workshops, demos, sprint reviews, UAT support, and go-live activities.
• Work closely with senior consultants, architects, and functional consultants to understand solution designs and implement them correctly.
• Document technical configurations and contribute to reusable delivery assets.
• Support integrations with external CRM, ERP, billing, contact center, or customer-facing systems.
• Grow your knowledge of ServiceNow CSM, CRM, Customer Workflows, and platform best practices.

Requirements

• Required experience:
• 2-4 years of experience in enterprise software implementation, development, technical consulting, or solution engineering.
• Hands-on experience with JavaScript, Flow Designer, Business Rules, Client Scripts, UI Policies, forms, lists, notifications, and basic ACL concepts.
• Experience working with requirements, user stories, testing, and Agile delivery.
• Good understanding of REST APIs and integrations.
• Interest in customer service processes, CRM, case management, portals, and workflow automation.
• Good communication skills and willingness to work directly with customers and internal delivery teams.
• Preferred experience:
• Previous exposure to ServiceNow CSM implementation.
• ServiceNow CAD or CSM Implementation Specialist certification.
• Experience with Service Portal, Employee Center, UI Builder, Virtual Agent, Knowledge Management, Service Catalog or integrations.
• Experience in consulting or project-based delivery.
• Exposure to Salesforce or other CRM platforms.
• Open to Salesforce professionals willing to convert to ServiceNow.
• We actively welcome Salesforce developers, administrators, or technical consultants who want to grow into ServiceNow CRM / CSM.
• You may be a good fit if you have worked with:
• Salesforce Service Cloud or Sales Cloud.
• Cases, accounts, contacts, queues, assignment rules, entitlements, knowledge, communities / Experience Cloud, or service automation.
• Salesforce Flow, Apex, Lightning, integrations, or CRM data models.
• Customer support or CRM transformation 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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