ServiceNow CSM Specialist Jobs

Our client, a Digital Transformation Consulting organization, is hiring a Senior ServiceNow Developer/Architect with skills in Customer Service Management (CSM) to join their team on a contract basis. The successful candidate will take the lead in designing, developing and delivering cutting-edge ServiceNow CSM solutions that improve customer experience, streamline service delivery and boost operational performance.


Responsibilities

• Lead the architecture and technical strategy for ServiceNow CSM implementations.

• Design end-to-end CSM solutions aligned with enterprise standards and business objectives.

• Develop and configure key CSM components including Case Management, Agent Workspace, Customer Portals, Playbooks and Virtual Agent.

• Build and enhance applications, workflows, UI policies, business rules, client scripts and integrations.

• Provide mentorship and technical leadership to junior developers and cross-functional teams.

• Enforce coding standards, best practices and quality assurance measures.

• Collaborate with stakeholders to translate business requirements into scalable solutions.

• Perform upgrades, patches, performance tuning and routine platform health checks.

• Ensure adherence to security best practices and maintain robust access controls.

Skillset

• Bachelor’s degree in Computer Science, Information Systems or similar.

• At least 5 years of hands-on ServiceNow development experience, including a minimum of 3 years focused on Customer Service Management (CSM).

• ServiceNow Certified Technical Architect (CTA) certification is highly desirable.

• Relevant ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), and/or Certified Implementation Specialist (CSM) are a bonus.

• Demonstrated success in designing and delivering enterprise-level ServiceNow solutions.

• In-depth knowledge of ServiceNow CSM modules such as Case Management, Customer Central, Task Intelligence, Playbooks, Virtual Agent and Knowledge Management.

• Proficient in JavaScript, REST/SOAP APIs, Flow Designer, MID Server and IntegrationHub.

• Strong understanding of CMDB, Access Control Lists (ACLs) and core ServiceNow data architecture.

• Experience working within Agile and Scrum development methodologies.

Our client, a leading Digital Transformation Consulting firm, is hiring a ServiceNow Business Analyst with expertise in Customer Service Management (CSM) to join their team on a contract basis in New York. The successful candidate will serve as a vital link between business stakeholders and technical teams, gathering and translating business requirements into effective, scalable solutions within the ServiceNow CSM platform.


Responsibilities

• Engage with stakeholders, product owners and end-users to collect, document and confirm requirements related to ServiceNow CSM.

• Facilitate interviews, workshops and process evaluations to gain insight into workflows and pinpoint opportunities for improvement.

• Convert business needs into well-defined user stories, functional specifications and acceptance criteria.

• Collaborate with developers and architects to design and validate ServiceNow CSM solutions, including Case Management, Customer Portal, Playbooks and Virtual Agent.

• Assist in user acceptance testing by creating test scenarios and cases, and coordinating testing sessions.

• Evaluate and enhance customer service workflows to boost efficiency and performance.

• Identify and recommend automation and integration opportunities within ServiceNow to streamline operations.

• Serve as a communication bridge between business users and development teams, ensuring transparency and alignment.

• Maintain comprehensive documentation such as process flows, use cases and system configurations, adhering to governance standards and best practices.

Skillset

• Bachelor’s degree in Business Administration, Information Systems or similar.

• At least 3 years of experience as a Business Analyst, including a minimum of 2 years focused on ServiceNow projects.

• Demonstrated hands-on expertise with ServiceNow Customer Service Management (CSM).

• Solid knowledge of ITIL principles, customer support processes and enterprise service delivery frameworks.

• In-depth familiarity with key ServiceNow CSM functionalities such as Case Management, Agent Workspace, Customer Portal and Knowledge Management.

• Skilled in developing user stories, acceptance criteria and detailed process documentation.

• Experience working within Agile/Scrum methodologies, using tools like Jira or Azure DevOps.

• ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – CSM, and/or Certified Business Analyst Professional (CBAP) are a bonus.

ServiceNow CSM Architect 
Location: Remote, USA
Type: Contract


Our client, a leading IT Consulting organization, is hiring an experienced ServiceNow CSM Architect with deep expertise in Customer Service Management. The successful candidate will be responsible for designing and implementing robust Customer Service Management (CSM) solutions in line with business goals. This is a fully remote opportunity open to candidates based in the USA.


Responsibilities

• Architect and lead the implementation of ServiceNow CSM solutions.

• Collaborate with stakeholders to gather and analyze requirements.

• Design scalable, performance-optimized CSM configurations.

• Guide development teams through build and deployment.

• Ensure alignment with industry best practices and ServiceNow standards.

• Provide technical leadership and strategic guidance on platform capabilities.

Skillset

• Proven experience as a ServiceNow Architect with a focus on Customer Service Management (CSM).

• Certified Implementation Specialist (CIS) – CSM is required.

• Strong understanding of ServiceNow architecture and data models.

• Hands-on experience with integrations, workflows, and CSM-specific modules.

• Excellent communication and leadership skills.

• Must be authorized to work in the USA and based within the country.

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. 

ServiceNow GenAI Technical Consultant 
Location: Remote
Type: Six-month contract 


Our client, a global tech organization, are hiring a ServiceNow GenAI Consultant  to join the team remotely on a six-month contract. The successful candidate will lead the charge in delivering cutting-edge automation, intelligent workflows and next-gen user experiences using ServiceNow’s Generative AI capabilities.


Responsibilities

• Design and implement ServiceNow GenAI solutions across ITSM, HRSD, CSM and more.

• Collaborate with stakeholders to identify use cases where GenAI can drive value.

• Develop, test and deploy GenAI-powered virtual agents, predictive models and intelligent automation tools.

• Provide best practice guidance on AI governance, data privacy and model training within the Now Platform.

• Stay ahead of platform updates and emerging GenAI features in the ServiceNow ecosystem.

Skillset

• Strong hands-on experience with ServiceNow, including certified System Administrator and relevant Implementation Specialist certifications.

• Proven experience working with ServiceNow’s GenAI tools (such as Virtual Agent Designer, Now Assist, Predictive Intelligence and AI Search).

• A strong understanding of Natural Language Processing (NLP), Machine Learning and automation in enterprise environments.

• Excellent problem-solving skills and the ability to explain complex AI concepts to non-technical stakeholders.

• Experience integrating GenAI with third-party tools like Microsoft Copilot, Azure OpenAI or similar LLM platforms is a bonus.

Apply now and help redefine what’s possible with ServiceNow GenAI. Reach out to ailsa@alldus.com for more details.

Our client, a global IT Consulting organization, are hiring a ServiceNow Business Process Consultant to join the team in San Jose, CA on a contract basis. The successful candidate will play a key part in analyzing, designing and optimizing customer-facing business processes within the Customer Service Management (CSM) module on the ServiceNow platform.


Responsibilities

• Serve as the Subject Matter Expert (SME) for ServiceNow CSM, providing guidance on platform capabilities and best practices.

• Evaluate current customer service processes to identify areas for automation, enhancement and efficiency gains.

• Design and document end-to-end workflows and CSM solutions aligned with strategic business goals.

• Facilitate stakeholder workshops to gather requirements and ensure alignment on solution design.

• Collaborate with developers and technical teams to implement and validate process improvements.

• Develop use cases and test scenarios, and support User Acceptance Testing (UAT) to ensure solution effectiveness.

• Provide expertise on configuration, customization and integration with other ServiceNow modules such as ITSM, FSM and HRSD.

• Support the rollout of new features and platform upgrades, promoting smooth transitions and user adoption.

• Create and deliver user training sessions and comprehensive documentation for end users and support staff.

• Remain current on the latest ServiceNow CSM updates, features, and emerging trends.

Skillset

• Bachelor’s degree in Business, Information Technology, Computer Science or similar.

• Minimum of 3 years of experience as a Business Process Consultant or Analyst, with a strong focus on ServiceNow Customer Service Management (CSM).

• ServiceNow Certified Implementation Specialist - CSM certification is required.

• Solid understanding of the ServiceNow platform architecture, including workflows, configurations and integrations.

• Proven experience in designing, streamlining and optimizing customer service processes.

• Hands-on experience in Agile/Scrum methodologies, utilizing tools such as JIRA or ServiceNow Agile Development.

• Knowledge of industry frameworks such as ITIL, COBIT or Six Sigma is a plus.

• Exceptional communication skills with the ability to convey complex technical concepts to business stakeholders.

Our client, a global IT Consulting organization, is hiring a ServiceNow CSM Architect to join the team on a contract basis in San Jose, CA. The successful candidate will lead the design, architecture and implementation of ServiceNow Customer Service Management (CSM) solutions, ensuring the platform aligns with organizational objectives and delivers outstanding customer experiences.


Responsibilities

• Design and architect scalable, efficient and maintainable ServiceNow CSM solutions.

• Lead workshops and collaborate with stakeholders to gather and analyze business requirements.

• Develop and review solution designs, workflows and integrations within ServiceNow CSM.

• Provide technical leadership and guidance to development teams during implementation.

• Ensure best practices and compliance with ServiceNow architecture and platform standards.

• Drive continuous improvement initiatives and recommend enhancements for CSM processes.

• Support testing, deployment and post-production support activities.

• Stay updated with the latest ServiceNow CSM features and industry trends.

Skillset

• Proven experience as a ServiceNow CSM Architect or similar role with a strong focus on Customer Service Management.

• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS–CSM) certification is mandatory.

• Deep understanding of ServiceNow platform architecture, including CSM modules, ITSM, integrations and automation.

• Experience designing and implementing complex workflows, business rules and customizations.

• Strong knowledge of ServiceNow best practices and platform capabilities.

• Excellent communication and stakeholder management skills.

Senior ServiceNow Developer (CSM/FSM)
Location: Remote in the United States
Employment Type: Contract


Our client, a leading ServiceNow partner, are hiring a Senior ServiceNow Developer to join their team remotely on a contract basis. The successful candidate will leverage their expertise in Customer Service Management (CSM) and Field Service Management (FSM) to deliver enterprise-grade solutions, drive technical execution, as well as mentor team members within an Agile environment.


Responsibilities

• Configure and tailor ServiceNow CSM and FSM modules across on-premise, cloud and hybrid environments.

• Design and implement secure, scalable, and high-performance solutions that elevate customer and field service operations.

• Build and maintain integrations with external systems using REST, SOAP, Integration Hub and other APIs.

• Develop and refine automated workflows, business rules, client scripts, UI policies and other components to drive operational efficiency.

• Work within Agile/Scrum teams, actively participating in sprint planning, daily stand-ups and retrospectives.

• Lead technical code reviews, mentor junior developers and promote best practices in CSM and FSM development.

• Translate business requirements into actionable technical solutions through stakeholder collaboration and discovery workshops.

• Collaborate with IT operations and process owners to gather, validate and prioritize user stories.

• Create and maintain thorough documentation for configurations, customizations and system integrations.

• Ensure all solutions comply with ITIL standards, internal governance policies and regulatory requirements.

Skillset

• Bachelor’s degree in Computer Science, IT or similar.

• Minimum of 5 years of ServiceNow development experience, with at least 3 years focused on CSM and/or FSM.

• Proven track record delivering complex ServiceNow implementations and integrations.

• ServiceNow Certified System Administrator (CSA) and two Certified Implementation Specialist (CIS) certifications required.

• ServiceNow Certified Application Developer (CAD) required or ability to obtain within 6 months.

• Strong proficiency in JavaScript, Glide API and ServiceNow scripting (Business Rules, Script Includes, Client Scripts).

• Hands-on expertise with ServiceNow CSM and/or FSM modules.

• Experience integrating ServiceNow with external systems using REST, SOAP and APIs.

• Familiarity with Agile/Scrum methodologies and tools such as Jira and ServiceNow Agile Development.

• Excellent problem-solving skills and ability to communicate technical concepts clearly to stakeholders.

Senior ServiceNow Business Analyst (CSM & FSM)
Location: Remote in United States
Employment Type: Contract


Our client, a leading ServiceNow partner, are hiring a Senior ServiceNow Business Analyst with skills in to join their team remotely on a contract basis. The successful candidate will leverage their expertise in Customer Service Management (CSM) and Field Service Management (FSM) to connect business requirements with technical solutions, driving successful ServiceNow implementations.


Responsibilities

• Facilitate discovery workshops to gather and refine business requirements and user stories aligned with client objectives.

• Translate business needs into detailed functional specifications and user stories for development teams.

• Collaborate closely with technical teams to design scalable and effective ServiceNow solutions.

• Act as the lead business analyst on multiple client projects, ensuring high-quality deliverables.

• Capture requirements from customers and service providers and partner with delivery teams to implement solutions.

• Establish and maintain standards, tools and best practices for the business analysis function.

• Mentor and guide junior analysts and team members throughout the project lifecycle.

• Communicate complex technical concepts clearly to non-technical stakeholders and client executives.

• Support testing, validation and user training in collaboration with QA and training teams.

• Stay current with ServiceNow platform capabilities and industry best practices, particularly in CSM and FSM.

Skillset

• Bachelor’s degree in Computer Science, Information Systems, Business Administration or similar.

• At least 5 years of ServiceNow experience, with around 3 years specializing in CSM and/or FSM modules.

• Proven leadership in business analysis on complex ServiceNow implementation projects.

• Strong interpersonal skills to negotiate priorities and manage stakeholder expectations.

• Excellent organizational skills, able to manage multiple priorities in a fast-paced environment.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Implementation Specialist – CSM (CIS-CSM).

• ITIL v3 or v4 Foundation Certification.

• Experience in consulting or client-facing roles is a bonus.

• Strong analytical, problem-solving and communication skills with the ability to translate technical concepts for diverse audiences.

Senior ServiceNow Developer (CIS - CSM Required)
Location: New York/Remote
Job Type: Contract


Our client, a global consultancy and ServiceNow implementation partner, are hiring a Senior ServiceNow Developer to join the team remotely. The successful candidate will lead the design and delivery of Customer Service Management (CSM) solutions that drive real business impact.


Responsibilities

• Lead the development, customization and configuration of the ServiceNow CSM module to support complex business needs.

• Collaborate with business analysts and stakeholders to translate customer service requirements into scalable ServiceNow solutions.

• Build and optimize customer portals, case management workflows and knowledge management features.

• Develop and maintain integrations between ServiceNow and external systems (CRM, ERP etc.).

• Ensure the platform is aligned with ServiceNow best practices, including governance, security and performance.

• Mentor junior developers and contribute to platform strategy and design discussions.

 

Skillset

• Certified Implementation Specialist – CSM (CIS-CSM) is required.

• Minimum of five years of experience as a ServiceNow Developer with significant hands-on experience in CSM implementations.

• Strong understanding of CSM data models, workflows, and portal configuration.

• Proficiency in JavaScript, Flow Designer, Business Rules, and ServiceNow APIs (REST/SOAP).

• Proven track record of delivering robust customer service solutions in enterprise environments.

• Additional ServiceNow certifications (e.g. CSA, CAD, ITSM) is a plus.

• Experience with Virtual Agent, Performance Analytics, or ServiceNow Customer Portal customization is a bonus.

• Knowledge of Agile/Scrum methodologies and DevOps tooling.

Job Title: ServiceNow Business Process Consultant (CSM – Retail)
Location: EU - Remote 
Duration: 6 months 
Language Requirement: German-speaking preferred


Our client, a global IT organization, are hiring a ServiceNow Business Process Consultant (BPC) to join the team remotely on a six-month contract. With deep expertise in Customer Service Management (CSM) and exposure to Retail Service Management, the successful candidate will support a strategic project aimed at transforming Retail Task Management processes using the ServiceNow platform.


Responsibilities

• Analyze and map business requirements to ServiceNow CSM capabilities.
• Design, document and optimize end-to-end service processes, especially in the context of Retail Task Management.
• Collaborate with technical teams and stakeholders to translate business needs into scalable ServiceNow solutions.
• Guide clients through best practices in Retail Service Management and CSM configurations.
• Facilitate workshops, gather feedback and lead business process improvements.
• Ensure alignment with industry standards and ServiceNow CSM frameworks.

• Fluency in German.
• Proven experience as a Business Process Consultant working with ServiceNow CSM.
• Strong knowledge of Retail Task Management and Retail Service Management use cases.
• Ability to bridge the gap between business needs and technical implementation.
• Skilled in stakeholder engagement, requirement gathering and process documentation.
• Familiarity with ServiceNow’s Industry Frameworks and Service Model Foundation.
• Prior consulting experience in Retail or similar industry verticals is a bonus.
• ServiceNow certifications (e.g. Certified Implementation Specialist – CSM).
• Understanding of the ServiceNow platform’s broader capabilities (e.g. App Engine, Reporting).

Our client is an Elite ServiceNow partner and they are hiring a ServiceNow (CSM) Business Process Consultant on a 6-month contact working remotely in the U.S. The successful candidate will be responsible for evaluating, optimizing, and enhancing Customer Service Management (CSM) processes utilizing their deep expertise in ServiceNow CSM and a proven track record of translating business needs into effective ServiceNow solutions.


Responsibilities

• Conduct in-depth analysis of existing Customer Service Management (CSM) processes and business workflows to identify areas of improvement.

• Collaborate with stakeholders to gather requirements and optimize CSM processes to align with business objectives.

• Design and implement ServiceNow CSM solutions that meet the specific needs of the organisation, ensuring alignment with industry best practice.

• Configure and customize the ServiceNow platform to meet unique CSM and business requirements.

• Translate business needs and user stories into ServiceNow configuration and workflows.

• Provide expert guidance on CSM best practices and align solutions with industry standards.

• Develop and maintain comprehensive documentation for CSM processes and ServiceNow configurations.

• Lead training sessions for end-users and support teams on how to maximize the value of the ServiceNow platform.

• Implement and manage enhancements, updates, and continuous improvements to ensure optimal performance and alignment with evolving business goals.

Skillset

• 2-4 years of experience with ServiceNow, focusing on CSM solutions.

• Strong ability to influence stakeholders and provide thought leadership.

• Proven ability to translate business requirements into technical solutions.

• Familiarity with writing and managing user stories for project delivery.

• Experience in conducting workshops and working directly with stakeholders to understand needs and recommend solutions.

• Customer-centric mindset with strong interpersonal abilities.

• Essential prior experience with ServiceNow or similar case management systems.

• Certified ServiceNow Administrator, Implementation Specialist (CSA, CIS); Certified Implementation Specialist – CSM (preferred).

If this sounds like the role for you, apply now in the link below or email your resume directly to rhiannon@alldus.com for consideration.

Our client, an IT Consulting firm specializing in the digital transformation services, is hiring a Pre-Sales Architect to join the team in Texas on a contract basis. The successful candidate will be instrumental in leading technical sales engagements and driving the adoption of ServiceNow solutions among clients.


Responsibilities

• As the Pre-Sales Architect, you will conduct discovery sessions, live demonstrations and proof-of-concept implementations to showcase ServiceNow’s capabilities.

• Analyze complex business needs and design effective ServiceNow solutions that align with customer objectives.

• Create and present engaging technical presentations customized for diverse audiences.

• Work closely with sales teams to develop persuasive proposals and statements of work.

• Build and maintain trusted advisor relationships with key technical stakeholders.

• Design solution architectures and implementation roadmaps to address business challenges.

• Communicate the technical and business benefits of proposed ServiceNow solutions with clarity.

• Offer expert guidance on ServiceNow’s capabilities, limitations and best practices.

• Evaluate client environments and recommend optimal ServiceNow solutions.

• Stay informed on the latest ServiceNow product updates, industry trends and competitive insights.

Skillset

• At least 8 years of experience in pre-sales, solution architecture or technical consulting roles.

• More than 5 years of hands-on experience with ServiceNow implementation and configuration.

• ServiceNow certifications e.g. System Administrator and Implementation Specialist.

• In-depth knowledge of various ServiceNow product suites (ITSM, ITOM, CSM, ITBM).

• Strong understanding of IT service management processes and industry frameworks.

• Exceptional skills in presenting and delivering product demonstrations.

• Ability to effectively translate technical features into tangible business value.

• Proven experience managing complex enterprise sales cycles.

Our client are looking for a ServiceNow Developer to work on our client’s key operations and business solutions. You will analyze, design, and develop client's information systems and program specifications. You'll also be involved in creation of specification/requirements, and maintenance/ design/build /test phases of systems and applications.


Responsibilities

• Provide technical support and analysis of infrastructure projects and production environment.

• Develop upgrade/improvement recommendations.

• Code, test and debug applications and programs.

• Participate in the application design of systems, including use of analytical techniques.

• Develop program specifications and detail design documents and assist in testing, training and preparation of operations.

Skillset

• At least 3 years of experience demonstrating sound working knowledge of ServiceNow’s core architecture and primary application modules such as Service Catalog, Incident Problem, Change Request, Asset and CMDB, Discovery Knowledge.

• At least 2 years of experience in ServiceNow development, configuring administration, operating and/or troubleshooting experience.

• At least 3 years of experience with HRSD products.

• Ability to create formal documentation for systems administration operations and maintenance.

• ServiceNow Certifications: ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS) - CSM (preferred) or HRSD.

• Excellent communication and teamwork skills.

If you are interested in a new position & meet the above criteria, please send me a copy of your resume to jonathan@alldus.com