Join our dynamic team as a Senior Consultant specializing in Customer Service Management (CSM) on the ServiceNow platform. You will play a crucial role in designing, developing, and implementing innovative solutions that enhance customer support operations and drive digital service transformation. This is an opportunity to leverage your expertise in a collaborative and empowering environment focused on technological advancement and professional growth.

We are seeking individuals who are passionate about creating impactful solutions and contributing to India's growth story. Our commitment is to foster an inclusive and supportive workplace where your unique talents are valued and nurtured.

Your role will involve designing, developing, and configuring scalable ServiceNow CSM solutions to optimize customer support and digital service delivery. You will translate business requirements into technical specifications, customizing modules such as Case Management, Agent Workspace, and Service Portals. Building and enhancing platform components like Business Rules, Client Scripts, and Flow Designer flows will be key. Additionally, you will develop integrations with third-party systems and support the full testing and deployment lifecycle.

You will also be responsible for customizing the Customer Portal, implementing data models, and refining Case Management workflows. Collaboration with cross-functional teams is essential for seamless solution delivery. Post-implementation, you will provide crucial support for upgrades, enhancements, troubleshooting, and performance optimization.

We are looking for a Senior Consultant with 5-8 years of experience in ServiceNow development, specifically focusing on Customer Service Management (CSM). A strong command of JavaScript and core ServiceNow APIs is essential, alongside hands-on experience with Flow Designer, IntegrationHub, and Service Portal development.

Expertise in ServiceNow CSM modules, including Case Management, Account & Contact Management, Consumer Service Portal, Agent Workspace, Knowledge Base, Entitlements & SLAs, Playbooks, and Omnichannel workflows, is required. A solid understanding of customer service processes, ticket lifecycles, and SLA management is also vital. While not mandatory, preferred certifications include CSA, CAD, and CIS-CSM.