ServiceNow CSM Technical Consultant – Contract

Cambridge, Massachusetts

  ServiceNow - Engagement / Project Manager


Company Overview:

Our client is a leading IT consulting and services firm that specializes in delivering innovative solutions and technology implementations to clients worldwide. They are committed to excellence, customer satisfaction, and the growth and development of our team members. As a trusted partner in the IT industry, the company offers exciting career opportunities for talented professionals.

Position: ServiceNow CSM Technical Consultant $70-85/hr

Job Summary:

As a ServiceNow CSM Technical Consultant, you will play a crucial role in implementing and optimizing ServiceNow’s Customer Service Management (CSM) module for our clients. You will leverage your expertise in ServiceNow and CSM to guide implementations, configure solutions, and provide technical consultation to ensure successful and efficient delivery of customer service solutions.


  1. CSM Implementation Guidance: Utilize your in-depth knowledge of the ServiceNow CSM module and overall ServiceNow platform to guide the implementation process for our clients. Collaborate with project teams to provide technical direction, best practices, and insights to deliver effective CSM solutions.

  2. Solution Configuration: Take ownership of configuring the ServiceNow CSM module based on client requirements and industry best practices. Customize workflows, business rules, and integrations to tailor the solution to meet specific business needs.

  3. Requirements Analysis: Work closely with stakeholders and business analysts to gather and analyze customer service requirements. Translate business requirements into technical specifications for successful CSM implementations.

  4. Technical Expertise: Leverage your technical proficiency in ServiceNow and associated technologies, including JavaScript, HTML, and CSS, to deliver high-quality and efficient CSM solutions.

  5. Data Management and Integration: Ensure seamless integration of ServiceNow CSM with other applications and systems. Implement data management strategies to maintain data accuracy and consistency.

  6. Testing and Quality Assurance: Conduct thorough testing of the CSM solution to identify and address any issues or defects. Validate that the implementation aligns with business requirements and meets quality standards.

  7. User Training and Support: Provide training and support to end-users and client administrators on the usage and maintenance of the ServiceNow CSM module.

  8. Continuous Improvement: Stay up-to-date with the latest advancements in ServiceNow CSM and related technologies. Continuously improve your knowledge and skills to stay at the forefront of ServiceNow implementations.


  1. Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

  2. Experience: Minimum of 2 years of hands-on experience specifically in ServiceNow CSM module, with over 5 years of overall experience in ServiceNow platform.

  3. Certifications: Certified Implementation Specialist – CSM certification and Certified System Administrator in ServiceNow.

  4. Implementation Expertise: Proven experience guiding ServiceNow implementations, including CSM projects, from initiation to completion.

  5. Technical Skills:

    • Proficiency in ServiceNow CSM configuration, workflows, and customizations.
    • Solid understanding of IT Service Management (ITSM) and Customer Service Management (CSM) processes.
    • Strong knowledge of JavaScript, HTML, CSS, and other web technologies.
    • Familiarity with ServiceNow APIs and integration methods.
  6. Analytical Thinking: Strong analytical and problem-solving skills to understand complex business requirements and translate them into technical solutions.

  7. Communication: Excellent communication skills, both written and verbal, to effectively interact with stakeholders and team members.

  8. Team Player: Ability to work collaboratively in a team environment, contributing to the success of the overall project.