Enterprise - ServiceNow CSM Technical Consultant at Slalom

Job description

Who You'll Work With: As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies. Title: ServiceNow CSM Technical Consultant What You'll Do: As a ServiceNow Customer Service Management Technical Consultant, you will serve as the hands-on builder on ServiceNow Customer Service Management (CSM) engagements and pre-sales activities across the customer service and engagement landscape, including Customer Service Workspace, case and major case management, account and contact data models, Customer Service Portal, self-service and Virtual Agent, and Field Service Management. You will own configuration, development, and integration work, translating requirements and user stories into working platform solutions. You will engage confidently with both business and technology stakeholders, demonstrating high technical proficiency, professional maturity, and executive presence. This is a techno-functional role, and you bring enough process and requirements depth to flex when an engagement calls for it, stepping in occasionally to gather requirements, write stories, or back up the business process consultant on a short-term basis. • Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection • Build and extend platform functionality, including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content • Build CSM technical configuration, including case types and state models, account, contact, and entitlement structures, Advanced Work Assignment routing, Customer Service Portal and Virtual Agent, playbooks, and omnichannel integrations • Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports • Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks • Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it • Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible • Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives • Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF) • Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare • Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build • Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing • Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs • Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings What You'll Bring: You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it. • 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of Customer Service Management, Field Service Management, Customer Service Portal and self-service design, or contact center and case operations • Strong hands-on skills across server-side and client-side scripting (JavaScript, GlideRecord, GlideAjax, script includes), Flow Designer, IntegrationHub, UI Builder, scoped applications, and platform security • Passion for leveraging the ServiceNow platform to streamline customer service operations, improve customer and agent experiences, and bring visibility and control to case volume, resolution, and cost-to-serve across every service channel • Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work • Ability to communicate and build relationships at all levels of an organization, from service managers and platform teams to VP of Customer Experience, Chief Customer Officer, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences • Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail • Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare • Enough process and functional fluency across case management, entitlements and service level commitments, and self-service design to facilitate a requirements or design session when needed; deep process specialization is not expected • Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement Qualifications: • At least 3 full-lifecycle ServiceNow implementations in a technical consultant, hands-on configuration and development, or technical lead capacity Required Certifications: • Certified System Administrator (CSA) • CIS – Customer Service Management (CIS-CSM) Preferred Certifications: • CIS – Field Service Management (CIS-FSM) • Certified Application Developer (CAD) • Suite Certification – CSM Professional • CIS – IT Service Management (CIS-ITSM) • CIS – Data Foundations (CIS-DF) Technical & Platform Expertise • Strong technical knowledge of the ServiceNow platform (Customer Service Workspace, case and major case management, account, contact, and entitlement models, Customer Service Portal, Virtual Agent, Playbooks, Advanced Work Assignment, Flow Designer, UI Builder, scoped applications, and Reporting/Performance Analytics) • Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus • Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms • Experience building integrations between ServiceNow and adjacent enterprise systems such as CRM platforms (Salesforce, Microsoft Dynamics), telephony and CCaaS providers (Genesys, Amazon Connect, NICE), ERP and billing systems, and identity and customer data platforms • Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders • Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams • Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF) • Bachelor’s degree or equivalent combination of education and professional experience preferred About Us Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all. Compensation and Benefits Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance. Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges: East Bay, San Francisco, Silicon Valley: Consultant: $126,000-$154,000 Senior Consultant: $154,000–$189,000 San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester: Consultant: $115,000-$141,000 Senior Consultant: $141,000–$173,000 All other locations: Consultant: $106,000-$129,000 Senior Consultant: $130,000–$159,000 In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time. We will accept applicants until November 30th or until the position is filled. We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: peopleone@slalom.com. EEO and Accommodations Slalom is an equal opportunity employer and is committed to attracting, developing and retaining highly qualified talent who empower our innovative teams through unique perspectives and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team or contact accomodationrequest@slalom.com if you require accommodations during the interview process. Locations: Atlanta, GA; Austin, TX; Boston, MA; Charlotte, NC; Chicago, IL; Columbus, OH; Dallas, TX; Denver, CO; Detroit, MI; East Bay, CA; Hartford, CT; Houston, TX; Indianapolis, IN; Las Vegas, NV; Los Angeles, CA; Miami, FL; Minneapolis, MN; Nashville, TN; New Brunswick, NJ; New York, NY; Orange County, CA; Philadelphia, PA; Phoenix, AZ; Portland, OR; Raleigh, NC; Sacramento, CA; Salt Lake City, UT; San Antonio, TX; San Diego, CA; San Francisco, CA; Seattle, WA; St. Louis, MO; Tampa, FL; Washington, DC

Requirements

Must-haves

Title: ServiceNow CSM Technical Consultant
Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection
Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports
Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks
Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it
Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF)
Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare
Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build
Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings
Strong hands-on skills across server-side and client-side scripting (JavaScript, GlideRecord, GlideAjax, script includes), Flow Designer, IntegrationHub, UI Builder, scoped applications, and platform security
Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work
Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail
Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare
Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement
At least 3 full-lifecycle ServiceNow implementations in a technical consultant, hands-on configuration and development, or technical lead capacity
Certified System Administrator (CSA)
CIS – Customer Service Management (CIS-CSM)
CIS – Field Service Management (CIS-FSM)
Certified Application Developer (CAD)

Nice-to-haves

Bachelor’s degree or equivalent combination of education and professional experience preferred

Application prep

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Keywords to mirror

restgojavascriptagileci/cd

Platform: slalom
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave