[Remote] ServiceNow Technical Consultant (CSM)
Note: The job is a remote job and is open to candidates in USA. Astrica is a remote-first company seeking a ServiceNow Technical Consultant with expertise in Customer Service Management (CSM). The role involves delivering complex customer solutions on the ServiceNow platform, advising clients on best practices, and leading technical aspects of projects.
Responsibilities
- Dazzle clients! Participate in all technical aspects of delivering complex customer solutions on the ServiceNow platform, advising clients on best practice to create lasting value and enhanced experiences
- Build Stuff! Contribute on multiple Agile engagements, utilizing the Astrica methodology and tools to enhance project efficiency and quality
- Influence! Define technical and design approaches, lead scrums, and advise technical consulting resources on development and configuration activities
- Drive quality! Estimate time and effort for technical resources and proactively communicate progress and forecast changes to the Engagement Manager
- Own the technical quality on customer projects, participate in code reviews, and oversee Go-Live planning efforts
- Assist with discovery workshops and collaborate closely with Business Process Consultants to define customer requirements
- Participate in internal knowledge sharing, coaching, and collaboration activities and initiatives
Skills
- 6+ years of hands-on ServiceNow experience with a strong focus on Customer Service Management (CSM), including Case Management, Customer Service Portal, Knowledge Management, Agent Workspace, and Omnichannel Engagement
- Design and implementation experience end-to-end billing and invoice-related case processes within ServiceNow Customer Service Management, including invoice dispute handling, credit/refund workflows, and customer billing inquiries
- 8+ years of client-facing consulting experience, leading requirements gathering sessions, solution design workshops, and stakeholder meetings to deliver successful customer service transformation initiatives
- Proven experience working within Agile delivery environments, including sprint planning, backlog refinement, user story development, effort estimation, defect management, and support of end-to-end project delivery
- Ability to translate complex business requirements into scalable ServiceNow CSM solutions, providing functional guidance, best-practice recommendations, and process optimization strategies
- Experience supporting configuration, testing, deployments, data migrations, integrations, UAT, and post-production hypercare while ensuring adherence to ServiceNow best practices and platform standards
- Strong communication and stakeholder management skills, with the ability to collaborate effectively with business leaders, product owners, technical teams, and end users across all phases of delivery
- Passion for helping customers maximize the value of ServiceNow through automation, self-service adoption, AI-driven customer service capabilities, and continuous service improvement initiatives
- Experience implementing the Employee Workflows of ServiceNow (HRSD, WSD, and Legal Service Delivery)
- Experience in one or more of the following: web technologies (HTML, CSS, AngularJS), Integrations (using REST, SOAP, Integration Hub, LDAP, SSO), and custom (scoped) application development
- CSA, CAD, and ITSM (CIS) certifications, plus CIS in 3+ additional process areas outside of ITSM (ITOM, HR, CSM, UX, ITAM, or ITBM)
- Suite Certifications
Company Overview