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Our client, an established IT Services & Consulting organization, is hiring an experienced ServiceNow Business Process Consultant to join the team in New York. Focusing on the Customer Service Management (CSM) module, the successful candidate will play a key role in delivering high-impact transformation projects, from helping clients understand their business processes, translating requirements into effective ServiceNow solutions and supporting smooth implementation and adoption.
Responsibilities-
Advise clients and internal teams on industry standards and ServiceNow best practices.
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Understand and effectively communicate the company’s products and service offerings.
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Conduct product demonstrations and facilitating collaborative client workshops.
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Gather, analyze and document business requirements.
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Identify gaps, inefficiencies or opportunities for process improvement.
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Translate business requirements into detailed Agile user stories.
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Support User Acceptance Testing (UAT) to ensure solution quality.
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Assist with Organisational Change Management (OCM) activities to drive adoption.
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Serve as a trusted advisor to business stakeholders, ensuring solutions are aligned with organizational objectives and deliver real business value.
Skillset-
Bachelor’s degree with at least 4 years of experience as a Business Process Consultant or Business Analyst.
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Hands-on experience with ServiceNow as a System Administrator.
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ServiceNow System Administrator Certification. Additional certifications is a bonus.
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Demonstrated experience gathering and documenting business requirements for ServiceNow configuration.
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Ability to clearly explain ServiceNow solutions to non-technical business stakeholders.
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Strong knowledge of the ITIL framework. ITL certification is a plus.
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Experience working in Agile environments, including story refinement, testing and Scrum practices.
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Excellent interpersonal, communication and stakeholder management skills.
Benefits-
Salary: Circa. $150k
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Comprehensive benefits package.
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ServiceNow Senior Consultant – CSM (with SOM / CPQ)
Location: Fully remote within UK or Europe
Engagement Type: Contract / Part-Time
Commitment: ~1.5 days per week
Duration: 9 months
Out client, a global tech leader, are hiring an experienced ServiceNow Senior Consultant to join the team on a 9-month part-time contract. Utilizing your strong Customer Service Management (CSM) expertise and proven Sales and Order Management (SOM) experience, the successful candidate will support a CPQ implementation on the ServiceNow platform, including translating business requirements into robust ServiceNow configurations, providing technical guidance and ensuring best-practice delivery across the CPQ and order lifecycle.
Responsibilities-
Lead and support the CPQ implementation within the ServiceNow platform, primarily through configuration rather than custom development.
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Provide technical and functional guidance across CSM and SOM modules.
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Translate business and process requirements into scalable ServiceNow configurations.
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Design and configure Product and service models, Pricing and quoting logic, and Order capture and fulfillment flows.
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Advise stakeholders on ServiceNow best practices, platform capabilities and limitations.
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Collaborate with business stakeholders, product owners, and technical teams across Europe.
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Support solution design decisions and ensure alignment with enterprise architecture.
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Contribute to documentation, knowledge transfer and solution handover.
Skillset-
Senior-level experience as a ServiceNow Consultant.
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ServiceNow certifications (CSM, SOM, or CSA/CIS) is a plus.
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Strong hands-on experience with Customer Service Management (CSM).
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Proven experience with Sales and Order Management (SOM).
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Solid understanding and implementation experience of CPQ (Configure, Price, Quote) within ServiceNow.
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Strong ServiceNow configuration skills (workflows, flows, data models, business rules, UI policies, etc.).
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Ability to translate business requirements into technical solutions.
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Experience working in distributed / remote teams.
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Strong communication and stakeholder management skills.
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Experience in telecom, utilities or complex service-provider environments is a bonus.
Interested? Apply via the “Apply Now” link below or please contact Nicola at nicolam@alldus.com to discuss further. -
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ServiceNow Technical Architect – CSM (Customer Service Management)
Location: Remote (Germany-based Retail Client)
Language Requirement: Fluent in German and English
Job Type: Contract / Freelance
Start Date: ASAP
Our client are hiring a highly skilled and experienced ServiceNow Technical Architect with deep, hands-on expertise in Customer Service Management (CSM) to support a leading retail client in Germany. This role demands both strategic leadership and strong technical execution to drive complex ServiceNow implementations in a dynamic, customer-facing environment.
As the Technical Architect, you will be responsible for shaping and delivering end-to-end ServiceNow CSM solutions while collaborating closely with business stakeholders, developers, and cross-functional teams. This is a remote role; however, fluency in German is essential due to the client-facing nature of the project.
Responsibilities- Act as the technical lead and architect for the full lifecycle of CSM implementations and enhancements.
- Translate business requirements into well-architected, scalable and performant ServiceNow solutions.
- Provide hands-on configuration, scripting and integration work within the ServiceNow platform.
- Collaborate with Product Owners, Process Owners, Developers and other Architects to ensure design consistency and platform best practices.
- Lead technical workshops and solution architecture sessions with stakeholders.
- Provide governance and design oversight across CSM workflows, case management, virtual agents, knowledge management and customer portals.
- Ensure platform performance, security and compliance with enterprise standards.
- Proactively identify technical risks and develop mitigation strategies.
- Provide mentorship to junior ServiceNow developers and support knowledge transfer to internal teams.
Skillset- Fluent in German (C1+) and English.
- 5+ years of hands-on experience as a ServiceNow Technical Architect, with a strong recent focus on CSM.
- Proven track record delivering complex, high-volume CSM projects in enterprise or retail environments.
- Deep understanding of the ServiceNow platform architecture, capabilities and data model.
- Expert-level hands-on knowledge of ServiceNow Studio and Application Scoping, CSM modules, IntegrationHub, Flow Designer, REST/SOAP integrations, Service Portal customization and UI policies/scripts
- Familiarity with ITSM, FSM, or other ServiceNow modules is a plus.
- ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist – CSM is a plus.
- Experience working with large-scale retail customers or B2C service environments is a bonus.
- Exposure to Agile/Scrum project methodologies.
- Previous experience leading offshore/nearshore development teams.
Contact ailsa@alldus.com for more details.
