ServiceNow CSM Specialist Jobs

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 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, 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.

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.

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

Our client, a leading Digital Transformations services company, are hiring a ServiceNow ITSM Process Owner to join the team on a contract basis in California. The successful candidate will be responsible for designing, implementing and continuously enhancing IT Service Management (ITSM) processes within the ServiceNow platform to ensure efficient service delivery and operational excellence.


Responsibilities

• As the ServiceNow ITSM Process Owner, you will own and manage ITSM processes, including Incident, Problem, Change Management, Request Fulfillment, Service Catalog, Service Level Management and Knowledge Management.

• Develop ITSM strategy, policies and governance frameworks to align with ITIL best practices and business objectives.

• Lead the design, implementation and optimization of ITSM processes in ServiceNow to ensure efficient service delivery.

• Collaborate with stakeholders to ensure ITSM processes are effectively implemented and continuously improved.

• Monitor process performance and key metrics, driving continuous improvement to meet SLAs and business goals.

• Work with ServiceNow developers and administrators to configure, customize and enhance ITSM modules.

• Identify and implement automation opportunities using ServiceNow workflows, Flow Designer and integrations.

• Ensure seamless integration of ITSM with other ServiceNow modules, including ITOM, CSM and CMDB.

• Act as the primary point of contact for ITSM processes and ServiceNow ITSM functionality.

• Provide training, documentation and guidance to users and stakeholders on ITSM processes and best practices.

Skillset

• At least ten years of experience working with the ServiceNow platform.

• Minimum of seven years of expertise in ITSM processes and governance.

• At least five years of hands-on experience in configuring, implementing and optimizing ServiceNow ITSM.

• Deep understanding of the ITIL framework and ITSM best practices.

• Proven experience in defining, streamlining and automating ITSM processes using ServiceNow workflows.

• Strong analytical skills to assess ITSM metrics, KPIs and dashboards for continuous improvement.

• Experience integrating ServiceNow ITSM with other IT systems, including monitoring tools, CMDB, ITOM, and third-party applications.

• ITIL v4 Foundation certification required; ITIL Managing Professional or ITIL Strategic Leader preferred.

• ServiceNow Certified System Administrator (CSA) and ServiceNow ITSM Implementation Specialist (CIS-ITSM) certifications preferred.

• Excellent communication skills, with project management and stakeholder engagement abilities.

Interested? Apply Now!

Alldus has partnered with a global IT service provider who are looking for a skilled ServiceNow Technical Architect with expertise in Customer Service Management (CSM) on a 6-month contract. This remote role offers the opportunity to lead the design and implementation of ServiceNow solutions, ensuring seamless integration and optimal functionality for our customers.


Responsibilities:

• Lead the architectural design, configuration, and implementation of ServiceNow CSM solutions.

• Collaborate with cross-functional teams to understand business needs and translate them into ServiceNow solutions.

• Provide expert guidance on ServiceNow best practices, with a focus on scalability, performance, and user experience.

• Develop integration strategies and ensure smooth data flow between ServiceNow and other enterprise systems.

• Troubleshoot and resolve complex technical issues related to CSM workflows, integrations, and automation.

• Deliver documentation, including architectural blueprints, solution design, and technical specifications.

• Ensure compliance with industry standards, security protocols, and company guidelines.

Qualifications:

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

• In-depth understanding of ServiceNow platform, particularly in areas of architecture, workflows, integrations, and customization.

• Experience with ServiceNow ITSM, ITOM, and other related modules is a plus.

• Strong understanding of cloud architecture and integration methods (REST/SOAP, APIs, etc.).

• Ability to work autonomously in a remote setting, managing multiple priorities and projects simultaneously.

• Excellent problem-solving skills with a focus on delivering innovative solutions.

• ServiceNow certifications (e.g., Certified Application Developer, Certified Implementation Specialist) are 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, a global provider of digital transformation solutions, is hiring a ServiceNow Business Analyst to join their team in California on a contract basis. The successful candidate will serve as a liaison between business needs and technical solutions by analyzing business requirements, optimizing processes and ensuring the smooth implementation of ServiceNow solutions.


Responsibilities

• As the ServiceNow Business Analyst, you will collaborate with business stakeholders to gather, analyze and document requirements for ServiceNow solutions.

• Translate business needs into functional specifications for ServiceNow configurations, enhancements and integrations.

• Perform gap analysis to identify opportunities for process improvements within ServiceNow.

• Collaborate with ServiceNow development teams to ensure solutions meet both business and technical requirements.

• Act as the primary liaison between business users and technical teams for all ServiceNow-related initiatives.

• Lead workshops, requirement sessions and demonstrations to ensure alignment with stakeholders.

• Prepare and deliver training materials, documentation and knowledge articles for ServiceNow topics.

• Support compliance and governance by ensuring adherence to best practices and security policies.

Skillset

• Over 6 years of experience as a Business Analyst working with the ServiceNow platform.

• Ability to write functional specifications and work collaboratively with developers on ServiceNow solutions.

• In-depth knowledge of ServiceNow ITSM processes, including Incident, Problem, Change, Request and Knowledge Management.

• Familiarity with ServiceNow configurations, UI policies, business rules, workflows and integrations.

• Proficient in ServiceNow reporting, dashboards and Performance Analytics.

• Strong understanding of Agile and ITIL frameworks.

• Experience with ServiceNow modules such as CSM, ITOM, HRSD and CMDB is a plus.

• ServiceNow Certified System Administrator (CSA) and ITIL v4 Foundation Certification are preferred.

• ServiceNow Certified Implementation Specialist in ITSM, CSM or HRSD is a plus.

Interested? Apply Now!