Senior ServiceNow Technical Consultant – (CSM | FSM)
Location: Remote (25% Travel)
Duration: 12+ Months
Experience Required: 10+ Years (ServiceNow Focused)
Job Summary
We are seeking an experienced Senior Technical Consultant with strong expertise in ServiceNow Customer Service Management (CSM) and Field Service Management (FSM).
This role requires hands-on architectural leadership, deep module configuration knowledge, integration experience, and the ability to guide end-to-end ServiceNow implementations in enterprise environments.
CSM and FSM implementation experience is mandatory.
Core Responsibilities
Solution Architecture
Lead design and implementation of end-to-end ServiceNow solutions with focus on:
Customer Service Management (CSM)
Field Service Management (FSM)
Define scalable and secure solution architectures aligned with business goals.
Ensure adherence to ServiceNow best practices and platform standards.
Strategic Planning & Stakeholder Collaboration
Collaborate with business stakeholders and project teams to define architectural vision.
Translate business requirements into scalable technical solutions.
Drive roadmap planning for CSM and FSM implementations.
Customization & Configuration
Oversee configuration of CSM and FSM modules including:
Case Management
Omnichannel
Work Orders
Dispatch & Scheduling
Configure workflows, business rules, UI policies, and data models.
Ensure platform scalability and maintainability.
Integration Architecture
Design integrations with third-party systems:
LDAP / Active Directory
SAP
External CRMs
Custom APIs
Implement secure and reliable data exchange mechanisms.
Ensure interoperability across enterprise ecosystems.
Platform Optimization & Governance
Optimize performance, usability, and cost-efficiency.
Establish governance standards and security controls.
Ensure data integrity and role-based access compliance.
Leadership & Client Engagement
Provide technical mentorship to developers and admins.
Conduct architecture and code reviews.
Serve as SME during client workshops and solution discussions.
Produce comprehensive documentation including architecture diagrams and workflows.
Upgrades & Enhancements
Lead platform upgrades and patching activities.
Ensure minimal operational disruption.
Align enhancements with new ServiceNow releases.
Required Qualifications
10+ years of ServiceNow experience
Proven hands-on experience implementing:
ServiceNow CSM (Mandatory)
ServiceNow FSM (Mandatory)
Strong integration and architecture experience
Experience leading enterprise-scale implementations
Strong stakeholder communication skills
Thanks & Regards
Ishita Bali
Novia Infotech LLC
4421 Avenida Ln, McKinney, TX 75070
Email: ishita.b@noviainfotech.com
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