About this role
This is a remote position.
Senior ServiceNow CSM/CRM Consultant
Job Details
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Employment Type: Contract
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Work Mode: Remote
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Location: Offshore
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Shift Timing: 12:30 PM to 9:30 PM IST (E1 Shift)
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Total Experience Required: 8+ years
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Relevant Experience Required: 7+ years in ServiceNow & CSM
Job Summary We are seeking a Senior ServiceNow CSM/CRM Consultant to lead implementation and enhancement projects across ServiceNow CSM and CRM modules. The ideal candidate will translate complex customer service requirements into scalable ServiceNow solutions, design core workflows, and integrate key enterprise applications.
Key Responsibilities
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Lead implementation and enhancement projects focused on ServiceNow CSM and CRM.
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Gather business requirements and configure Case Management, Customer/Consumer Accounts, Contacts, Users, and Assignment Rules.
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Design customer service workflows and automation using Flow Designer and Omnichannel capabilities.
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Configure Customer/Partner Portals, Service Catalog, Knowledge Management, SLAs, and Entitlements.
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Build REST/SOAP integrations with CRM, ERP, and enterprise applications using IntegrationHub.
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Configure dashboards, reports, and KPIs, and provide technical guidance to junior developers.
Requirements
Required Qualifications
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7+ years of hands-on experience on the ServiceNow platform with deep expertise in ServiceNow CSM.
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Strong functional knowledge of CRM and Customer Service processes.
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Proficiency in JavaScript, Glide scripting, Business Rules, Client Scripts, UI Policies, and UI Actions.
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Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, and third-party integrations.
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Strong expertise in ServiceNow data model, security, and ACLs.
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