ServiceNow CSM/FSO Technical Consultant

About the role

As a ServiceNow Customer Service Management Technical Consultant you will design, configure, develop and integrate ServiceNow CSM solutions for clients, supporting both implementation and pre‑sales activities.

Key responsibilities

• Configure and develop CSM solutions including case management, omnichannel intake, routing, entitlements and self‑service portals.
• Build integrations with enterprise systems using REST, SOAP, IntegrationHub, MID Server and data imports.
• Own technical design artifacts, create user stories, estimate effort and manage delivery backlog.
• Support testing, defect triage, deployment, cut‑over and post‑go‑live hypercare.
• Mentor teammates and contribute reusable components, playbooks and practice assets.

Required profile

• 3+ years of hands‑on ServiceNow configuration and development experience.
• Strong JavaScript scripting (server‑side and client‑side) and Flow Designer expertise.
• Experience gathering requirements, writing user stories and working with business stakeholders.
• Ability to communicate technical concepts to both technical and non‑technical audiences.

Required skills

• ServiceNow platform (CSM, Workspace, Portal, Virtual Agent, Advanced Work Assignment).
• JavaScript, GlideRecord, GlideAjax, script includes.
• Flow Designer, IntegrationHub, UI Builder, scoped applications.
• REST, SOAP, MID Server, data transformation and import.
• Agile backlog management and Automated Test Framework (ATF).