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Strong Tier-1 brand, remote role, and metro location create high competition despite ServiceNow specialization.
Role requires specialized ServiceNow CSM and integration experience, making background fit highly domain-sensitive.
Mandatory 8+ years, CSM certification and deep ServiceNow integration skills enforce high shortlisting strictness.
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Lead design and delivery of scalable Customer Service Management (CSM) solutions including Case Management, Knowledge Management, Entitlements, and Customer Onboarding.
Architect and manage real-time integrations of ServiceNow with CRM, ERP, finance systems using REST/SOAP APIs, IntegrationHub, MID Server, and integration workflows.
Contribute to pre-sales with proposal and Statement of Work development while serving as a trusted advisor to optimize clients' ServiceNow investments through strategic roadmaps and governance.
Minimum 8 years of ServiceNow experience including at least 4 years specifically with Customer Service Management (CSM).
CIS – CSM certification is mandatory.
Proficiency in ServiceNow architecture, scripting, workflows, APIs, and real-time integrations with external systems.
Work Experience Required: 8+ years overall; 4+ years in CSM domain.
Experienced in leading client workshops to translate business requirements into technical ServiceNow solutions, indicating consultative and advisory capability.
Strong technical expertise in designing and implementing complex, integrated CSM solutions aligned with enterprise architecture.
Comfortable working in remote and flexible environments with occasional travel; capable of collaborating with multi-disciplinary teams and stakeholders across engagements.