ServiceNow Consultant

Role Overview
We are seeking a ServiceNow Technical Consultant to support the design, configuration, and implementation of ServiceNow solutions, with a primary focus on Customer Service Management (CSM) and Field Service Management (FSM). The role involves hands-on development, integration work, and active contribution to client workshops and solutioning sessions. Experience across other enterprise domains (HRSD, GRC/IRM, ITSM, ITOM, SPM) is a strong plus.

Key Responsibilities

• Implement and configure ServiceNow CSM and FSM solutions, including case management, the Customer Service portal/Service Operations Workspace, work order management, dispatch, scheduling, and agent mobility.
  
• Configure CSM/FSM building blocks such as accounts, contacts, entitlements, SLAs, assignment and dispatch rules, and geolocation-based work assignment.
  
• Develop custom applications and workflows using ServiceNow Studio, Flow Designer, and scripting (Client Scripts, Business Rules, Script Includes).
  
• Participate in requirement-gathering sessions and translate business needs into technical specifications, favouring out-of-the-box capability before customisation.
  
• Integrate ServiceNow with third-party systems via REST/SOAP, MID Servers, and other interfaces (e.g., asset, billing, mapping, or scheduling systems relevant to CSM/FSM).
  
• Support platform upgrades, patching, health checks, and regular system audits to ensure data accuracy and integrity.
  
• Support user acceptance testing (UAT) and provide post-implementation and ongoing end-user support.
  
• Stay current on ServiceNow releases and best practices, driving continuous improvement of the implementation.
  
• Follow ServiceNow best practices and coding standards.
  
• Contribute to delivery on other modules (HRSD, GRC/IRM, ITSM, ITOM, SPM) as engagement needs arise.

Required Skills

• Minimum 5 years of hands-on experience with ServiceNow development and administration.
  
• Demonstrable delivery experience in CSM and/or FSM (configuration and implementation on live projects), with a solid understanding of how FSM extends CSM.
  
• Strong grasp of ServiceNow scripting (Client Scripts, Business Rules, Script Includes).
  
• Knowledge of CMDB, Service Catalog, and Access Control Rules.
  
• Experience integrating external systems with ServiceNow (REST, SOAP APIs).
  
• Certified System Administrator (CSA) and Certified Application Developer (CAD) are a must; CIS – CSM and/or CIS – FSM strongly preferred.
  
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients and cross-functional teams.

Desirable (Plus Points)

• Hands-on experience or certification (CIS) in one or more additional modules: HRSD, GRC/IRM, ITSM, ITOM, or SPM.
  
• CSM or FSM Product Line Achievement.
  
• Exposure to Now Assist / AI capabilities within CSM/FSM.
  
• Public sector delivery experience.