Job Title:Senior ServiceNow CSM/FSM Consultant (Remote / WFH)
Experience:5+ Years
Location: Remote
Role Overview
We are looking for an experienced ServiceNow CSM/FSM Consultant with 5+ years of hands-on experience in ServiceNow implementations, configuration, and consulting.
The ideal candidate will have strong expertise in Customer Service Management (CSM) and Field Service Management (FSM), with the ability to understand business requirements, design scalable ServiceNow solutions, conduct workshops, configure applications, and work closely with technical and business stakeholders.
Key Responsibilities
- Lead and deliver ServiceNow CSM and FSM implementations and enhancements.
- Conduct requirement-gathering sessions, discovery workshops, and process discussions with business stakeholders.
- Translate business requirements into ServiceNow solutions, user stories, process flows, and functional specifications.
- Configure CSM components including:
- Customer and Consumer Service
- Case Management
- Account and Contact Management
- Case Assignment
- Knowledge Management
- Service Catalog
- Customer portals
- SLAs and workflows
- Omnichannel / interaction management
- Configure and support FSM capabilities, including:
- Work Orders
- Work Order Tasks
- Agent/Dispatcher Workspace
- Assignment and scheduling
- Skills and qualifications
- Territories
- Crews and resources
- Appointment scheduling
- Mobile workforce processes
- Design and configure workflows using Flow Designer / Workflow.
- Work with integrations using REST/SOAP APIs, IntegrationHub, JSON and XML.
- Collaborate with ServiceNow developers on scripting, business rules, client scripts, UI policies, and custom applications where required.
- Perform functional testing, support UAT, defect resolution, deployment, and post-production support.
- Prepare functional specifications, process documentation, configuration documents, and knowledge-transfer materials.
- Recommend ServiceNow best practices and identify opportunities for process automation and optimization.
- Participate in solution design and provide estimates for enhancements and implementation activities.
- Work with distributed/global teams in a remote delivery environment.
- Provide mentoring and functional guidance to junior ServiceNow consultants.
Required Skills
- 5+ years of ServiceNow experience.
- Strong hands-on experience with ServiceNow CSM.
- Strong hands-on experience with ServiceNow FSM.
- Experience in ServiceNow implementation and/or consulting projects.
- Strong understanding of ServiceNow platform architecture and configuration.
- Experience with:
- Flow Designer
- Business Rules
- Client Scripts
- UI Policies
- ACLs
- Script Includes
- Notifications
- SLAs
- Reports and dashboards
- Service Portal / portals
- Good understanding of REST/SOAP integrations.
- Knowledge of JavaScript and ServiceNow scripting.
- Strong requirement gathering and process-mapping skills.
- Excellent communication and stakeholder-management skills.
- Ability to work independently in a remote consulting environment.
Preferred Qualifications
- CSA — Certified System Administrator.
- CIS-CSM — Certified Implementation Specialist – Customer Service Management.
- FSM implementation experience/certification is highly desirable.
- Experience with IntegrationHub and third-party integrations.
- Experience with ServiceNow Mobile / FSM Mobile.
- ITIL knowledge/certification.
- Experience working with enterprise/global customers.
- Experience in Agile/Scrum delivery methodology.
