We're Hiring | ServiceNow CSM Consultant / Lead
Location: Indore
Experience: 6–10 Years
Employment Type: Full Time
About the Role
We are looking for an experienced ServiceNow Customer Service Management (CSM) professional to deliver enterprise-grade customer service transformation initiatives. In this role, you will be responsible for designing, configuring, and implementing ServiceNow CSM solutions that enhance customer experience, streamline service operations, and enable omnichannel engagement.
If you have strong hands-on experience with ServiceNow CSM, enjoy working in client-facing environments, and are passionate about automation and modern customer service platforms, this role is for you.
Key Responsibilities
- Design, configure, and implement ServiceNow CSM solutions
- Manage end-to-end case lifecycle across customer and consumer service models
- Configure omnichannel capabilities including Email, Chat, Virtual Agent, and Self-Service
- Build and optimize Flow Designer workflows and automation
- Configure Service Portal / Now Experience for customer-facing use cases
- Implement SLAs, Entitlements, and Customer Service contracts
- Configure and maintain Knowledge Management and self-service content
- Design and implement integrations using REST APIs and IntegrationHub
- Create reports and dashboards using Performance Analytics
- Collaborate with business stakeholders to translate requirements into CSM solutions
- Support testing, UAT, deployment, and post-go-live stabilization
- Ensure best practices around security, roles, and data access
- Provide documentation, training, and knowledge transfer
Mandatory / Primary Skills
- ServiceNow Customer Service Management (CSM)
- Case & customer lifecycle management
- Flow Designer & workflow automation
- Omnichannel support (Chat, Email, Virtual Agent)
- Service Portal / Now Experience
- Integrations (REST APIs, IntegrationHub)
- SLA, Entitlements & Knowledge Management
- Reporting & Performance Analytics
Required Experience & Qualifications
- 6–10 years of overall ServiceNow experience with strong focus on CSM
- Hands-on experience in multiple ServiceNow CSM implementations
- Strong understanding of ServiceNow platform fundamentals
- Experience working in Agile delivery environments
- Excellent communication and stakeholder management skills
- Ability to work independently and as part of a team
Good to Have
- ServiceNow CSM certification
- ITIL Foundation certification
- Experience integrating ServiceNow with CRM systems (Salesforce, Dynamics, Zendesk)
- Domain experience in BFSI, Telecom, Retail, or Healthcare
- Exposure to AI, Virtual Agent, or automation-led customer service
Why Join Us
- Work on enterprise-scale ServiceNow CSM programs
- Opportunity to design modern, customer-centric service solutions
- Collaborative and growth-focused work culture
- Strong learning and certification support
- Clear career progression in the ServiceNow ecosystem
Interested
Apply now or share your profile to explore this exciting opportunity!
