ServiceNow CSM FSM Consultant (Remote)

AvanteNow · Bangalore, India

Job Title: Senior ServiceNow CSM/FSM Consultant (Remote / WFH)

Experience: 5+ Years

Location: Remote

Role Overview

We are looking for an experienced ServiceNow CSM/FSM Consultant with 5+ years of hands-on experience in ServiceNow implementations, configuration, and consulting.

The ideal candidate will have strong expertise in Customer Service Management (CSM) and Field Service Management (FSM) , with the ability to understand business requirements, design scalable ServiceNow solutions, conduct workshops, configure applications, and work closely with technical and business stakeholders.

Key Responsibilities

• Lead and deliver ServiceNow CSM and FSM implementations and enhancements .
• Conduct requirement-gathering sessions, discovery workshops, and process discussions with business stakeholders.
• Translate business requirements into ServiceNow solutions, user stories, process flows, and functional specifications .
• Configure CSM components including:
• Customer and Consumer Service
• Case Management
• Account and Contact Management
• Case Assignment
• Knowledge Management
• Service Catalog
• Customer portals
• SLAs and workflows
• Omnichannel / interaction management
• Configure and support FSM capabilities , including:
• Work Orders
• Work Order Tasks
• Agent/Dispatcher Workspace
• Assignment and scheduling
• Skills and qualifications
• Territories
• Crews and resources
• Appointment scheduling
• Mobile workforce processes
• Design and configure workflows using Flow Designer / Workflow .
• Work with integrations using REST/SOAP APIs, IntegrationHub, JSON and XML .
• Collaborate with ServiceNow developers on scripting, business rules, client scripts, UI policies, and custom applications where required.
• Perform functional testing, support UAT, defect resolution, deployment, and post-production support.
• Prepare functional specifications, process documentation, configuration documents, and knowledge-transfer materials.
• Recommend ServiceNow best practices and identify opportunities for process automation and optimization.
• Participate in solution design and provide estimates for enhancements and implementation activities.
• Work with distributed/global teams in a remote delivery environment.
• Provide mentoring and functional guidance to junior ServiceNow consultants.

Required Skills

• 5+ years of ServiceNow experience .
• Strong hands-on experience with ServiceNow CSM .
• Strong hands-on experience with ServiceNow FSM .
• Experience in ServiceNow implementation and/or consulting projects.
• Strong understanding of ServiceNow platform architecture and configuration.
• Experience with:
• Flow Designer
• Business Rules
• Client Scripts
• UI Policies
• ACLs
• Script Includes
• Notifications
• SLAs
• Reports and dashboards
• Service Portal / portals
• Good understanding of REST/SOAP integrations .
• Knowledge of JavaScript and ServiceNow scripting.
• Strong requirement gathering and process-mapping skills.
• Excellent communication and stakeholder-management skills.
• Ability to work independently in a remote consulting environment .

Preferred Qualifications

• CSA — Certified System Administrator .
• CIS-CSM — Certified Implementation Specialist – Customer Service Management .
• FSM implementation experience/certification is highly desirable.
• Experience with IntegrationHub and third-party integrations.
• Experience with ServiceNow Mobile / FSM Mobile .
• ITIL knowledge/certification.
• Experience working with enterprise/global customers.
• Experience in Agile/Scrum delivery methodology.