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ServiceNow CSM/CRM Consultant

FyerX

ServiceNow CSM/CRM Consultant

Posted Yesterday

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Remote

Hiring Remotely in IND

Senior level

Remote

Hiring Remotely in IND

Senior level

Lead ServiceNow CSM and CRM implementation and enhancement projects. Gather requirements, configure case management, customer and partner portals, workflows, service catalogs, knowledge management, SLAs, and entitlements. Build REST and SOAP integrations through IntegrationHub, configure dashboards and KPIs, and provide technical guidance to junior developers.

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This is a remote position.

Senior ServiceNow 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 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

Lead implementation and enhancement projects focused on ServiceNow 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 IntegrationHub.
Configure dashboards, reports, and KPIs, and provide technical guidance to junior developers.

Requirements

Required Qualifications

7+ years of hands-on experience on the ServiceNow platform with deep expertise in ServiceNow 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, IntegrationHub, REST/SOAP APIs, and third-party integrations.
Strong expertise in ServiceNow data model, security, and ACLs.

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