ServiceNow CSM/CRM Consultant

This is a remote position. Senior Service. Now CSM/CRM Consultant Job Details Employment Type: Contract Work Mode: Remote Location: Offshore Shift Timing: 12:30 PM to 9:30 PM IST (E1 Shift) Total Experience Required: 8+ years Relevant Experience Required: 7+ years in Service. Now & CSM Job Summary We are seeking a Senior Service.

Now CSM/CRM Consultant to lead implementation and enhancement projects across Service. Now CSM and CRM modules. The ideal candidate will translate complex customer service requirements into scalable Service. Now solutions, design core workflows, and integrate key enterprise applications.

Key Responsibilities

Lead implementation and enhancement projects focused on Service. Now CSM and CRM. Gather business requirements and configure Case Management, Customer/Consumer Accounts, Contacts, Users, and Assignment Rules. Design customer service workflows and automation using Flow Designer and Omnichannel capabilities. Configure Customer/Partner Portals, Service Catalog, Knowledge Management, SLAs, and Entitlements.

Build REST/SOAP integrations with CRM, ERP, and enterprise applications using Integration. Hub. Configure dashboards, reports, and KPIs, and provide technical guidance to junior developers.

Requirements

Required Qualifications 7+ years of hands-on experience on the Service. Now platform with deep expertise in Service. Now CSM. Strong functional knowledge of CRM and Customer Service processes. Proficiency in JavaScript, Glide scripting, Business Rules, Client Scripts, UI Policies, and UI Actions. Experience with Flow Designer, Integration.

Hub, REST/SOAP APIs, and third-party integrations. Strong expertise in Service. Now data model, security, and ACLs.