Summary

Position Summary

ServiceNow CSM - Senior Consultant

Enterprise Performance

Deloitte's Enterprise Performance practice helps organizations improve business outcomes through platform-enabled transformation, technology modernization, and operational improvement. Within this space, our teams work across IT operations, service management, workflow automation, and enterprise platforms to deliver large-scale digital transformation programs. As a ServiceNow Senior Consultant, Technical Transformation, you will work with cross-functional teams to design, build, and enhance ServiceNow solutions that help clients streamline processes, improve service delivery, and create long-term business value.

Level : Senior Consultant or equivalent

As a Senior Consultant at Deloitte Consulting Services, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.

Work you'll do

We are seeking a skilled ServiceNow Customer Service Management (CSM) Consultant / Developer to design, implement, and support ServiceNow CSM solutions that improve customer operations, case management, and service delivery. The ideal candidate combines a functional understanding of customer service processes with hands-on ServiceNow development experience and can translate business requirements into scalable platform solutions.

Key Responsibilities

Gather, analyze, and document business requirements for ServiceNow CSM implementations and enhancements
Design, configure, and customize CSM capabilities including Case Management, Agent Workspace, Account and Contact Management, Entitlements, Service Contracts, and customer-facing portal experiences
Build and automate workflows using Flow Designer, Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes
Develop server-side and client-side scripts using JavaScript and Glide API for custom CSM applications and enhancements
Design and build integrations with CRM, ERP, ticketing, and other third-party systems using REST, SOAP, IntegrationHub, Web Services, and MID Server
Provide technical guidance on ServiceNow best practices, scalable design, and minimizing technical debt
Conduct client demos, workshops, training sessions, and support UAT activities
Perform code reviews, troubleshoot issues, support upgrades, and maintain technical documentation

Required Qualifications

6-10 years of ServiceNow development experience in large enterprise environments
Hands-on experience with the ServiceNow platform and CSM module implementation or support
Strong knowledge of ServiceNow platform fundamentals including forms, tables, lists, ACLs, and configuration
Strong proficiency in JavaScript, Glide scripting, HTML/CSS, and ServiceNow development concepts
Experience with CSM data models, case lifecycle management, workflows, and portal capabilities
Experience with REST/SOAP APIs and enterprise integrations
Working knowledge of ITIL practices and ServiceNow-aligned service management processes
Strong communication, analytical, and problem-solving skills, with the ability to explain technical solutions in business terms

Preferred Qualifications

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
ITIL V3 or ITIL 4 certification

Location: Bengaluru/Hyderabad/Pune/Chennai

Shift Timings: 24x7 including night shift as per business requirements

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 359218

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