ServiceNow CSM Technical Consultant Jobs

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.

ServiceNow Pre-Sales Consultant
Location: Hybrid (Dallas, Phoenix, Atlanta or Washington D.C.)
Employment: Contract, Contract-to-Hire or Full-Time


Our client, a leading IT Solutions organization, is hiring a ServiceNow Pre-Sales Consultant to join the team on a contract basis. The successful candidate will partner with stakeholders and technical teams to craft solution strategies, transform client needs into clear user stories, and provide reliable effort estimates that enable efficient and effective delivery.


Responsibilities

• Partner with sales and delivery teams to understand client objectives and craft tailored ServiceNow solutions.

• Translate complex business requirements into technical solutions and compelling value propositions.

• Develop and deliver product demonstrations and presentations to both technical and executive audiences.

• Assist in scoping and estimating project efforts, timelines and resource requirements.

• Draft user stories and solution designs in collaboration with delivery architects and developers.

• Lead discovery workshops and requirements-gathering sessions with prospective clients.

Skillset

• Hands-on experience with Customer Success Management (CSM) and Strategic Portfolio Management (SPM) modules.

• In-depth knowledge of the ServiceNow platform and its capabilities.

• Proven ability to translate client needs into clear, actionable user stories.

• Comfortable communicating with both technical teams and executive stakeholders.

• Expertise in effort estimation and crafting tailored, value-driven solutions.

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.

Job Title: Senior ServiceNow Technical Consultant (CSM Certified)
Location: Fully Remote (U.S. Only)
Employment Type: Contract-to-Hire or Permanent
Citizenship Requirement: U.S. Citizenship


Our client, an elite ServiceNow partner, are hiring a Senior ServiceNow Technical Consultant with proven experience implementing Public Sector Digital Services (PSDS) and a CSM (Customer Service Management) certification. This role is fully remote and offers flexibility with contract-to-hire or permanent placement, depending on your preference.


Responsibilities

• Lead and support end-to-end implementation of PSDS solutions in ServiceNow.

• Customize and configure ServiceNow CSM modules to meet client requirements.

• Collaborate with stakeholders to understand business needs and translate them into technical solutions.

• Ensure best practices in ServiceNow development, deployment and support.

• Provide ongoing enhancements, maintenance and support for existing implementations.

Skillset

• U.S. Citizenship.

• ServiceNow CSM Certification is required.

• Experience with PSDS implementations.

• 6+ years of hands-on experience with ServiceNow development and configuration.

• Strong understanding of ServiceNow architecture and integration patterns.

• Excellent communication and documentation skills.

Our client, an established software provider, are hiring a ServiceNow SPM Functional Lead to join the team on a contract basis in Dallas, TX. The successful candidate will design and configure solutions on the ServiceNow platform, lead projects to ensure successful delivery and transform business needs into scalable, efficient and user-centric ServiceNow applications.


Responsibilities

• Partner with business stakeholders to elicit, define and document comprehensive business requirements.

• Design and deploy ServiceNow solutions that align with organizational objectives and adhere to industry standards.

• Configure and tailor key ServiceNow modules, including Service Portfolio Management (SPM), HR Service Delivery (HRSD), Customer Service Management (CSM), IT Operations Management (ITOM) and Security Operations (SecOps).

• Act as the subject matter expert on ServiceNow functionality, offering advice on best practices and system limitations.

• Collaborate with development teams to convert functional requirements into precise technical specifications.

• Oversee solution testing, validation and quality assurance to guarantee successful implementation.

• Conduct user training and facilitate change management to support adoption and process improvements.

• Keep up to date with ServiceNow platform enhancements, new capabilities and industry developments, recommending improvements proactively.

Skillset

• Demonstrated experience as a ServiceNow Functional Consultant or in a comparable role delivering projects from initiation to completion.

• In-depth expertise with ServiceNow modules such as SPM, HRSD, CSM, ITOM, SecOps and associated workflows.

• Comprehensive understanding of IT Service Management (ITSM) processes and recognized industry best practices.

• Proven ability to gather requirements, perform business analysis and manage stakeholder relationships effectively.

• Practical experience in configuring and customizing ServiceNow workflows, forms, business rules and UI policies.

• Strong communication and interpersonal skills, capable of engaging with a broad range of stakeholders.

• Experience in project management activities including planning, scheduling, risk mitigation, and reporting.

• Skilled in delivering user training and leading change management efforts.

• Excellent analytical thinking, problem-solving abilities and thorough documentation skills.

• Possession of ServiceNow Certified System Administrator or other relevant certifications is a bonus.

Freelance ServiceNow Architect – CSM Expert (German Speaking)
Remote | 20 hrs/week | 3 months | Fluent German required
 

We are urgently seeking a hands-on ServiceNow Architect with strong expertise in Customer Service Management (CSM) to support a high-priority client.
 

You must be confident engaging with stakeholders, gathering complex requirements, and translating them into clear, detailed User Stories in English for developers. The client environment includes Advanced Work Assignment, Performance Analytics, Guided Decisions, Playbooks, and Workforce Optimization, so deep knowledge of these modules is essential.
 

Requirements:

• Proven experience with ServiceNow CSM at architect or senior consultant level

• Strong communication and documentation skills

• Fluent in German and English

• Available for ~20 hours/week over 3 months

Start date: ASAP
Send profiles immediately – fast turnaround.

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 is hiring a ServiceNow Architect to serve as a leader responsible for delivering high-quality ServiceNow HR Service Delivery (HRSD) or Customer Workflows (CSM) solutions. You will work closely with clients to identify business challenges and architect innovative solutions leveraging the ServiceNow platform. The role demands a strong blend of technical expertise, consulting skills, and leadership abilities to guide teams and influence stakeholders.


Responsibilities

• Lead architectural design, development, deployment, and integrations for the ServiceNow HRSD platform.

• Act as a key technical interface between clients and development teams.

• Conduct workshops to gather technical and business requirements.

• Develop and enforce technical design standards, best practices and patterns.

• Optimize solutions to align with client needs, leveraging deep knowledge of ServiceNow products and capabilities.

• Ensure quality deliverables and proactively identify areas for improvement within the ServiceNow ecosystem.

• Maintain expertise in ServiceNow technologies such as SSO, SAML, LDAP, REST, SOAP and web services.

• Assist pre-sales teams by scoping service engagements involving ServiceNow HRSD or CSM and complex integrations.

Skillset

• Certified System Administrator and Certified Technical Architect.

• Experience in ServiceNow HR Service Delivery (HRSD) or Customer Workflows (CSM) solutions.

• Experience implementing and integrating ServiceNow.

• Proven expertise as a technical consultant in client environments.

• Proficiency in ServiceNow product lines, including scripting in JavaScript (Business Rules, Client Scripts, UI Actions, AngularJS, etc.).

• Strong analytical, creative problem-solving, and consultative influencing skills.

• Strong interpersonal and communication skills, with a focus on customer-centric solutions.

If you are in the market seeking a new opportunity & meet the above criteria, please send me across your updated resume to jonathan@alldus.com.