Senior Technical Consultant (CSM/CRM)

Job Title: Senior Technical Consultant (CSM/CRM)

Location: Remote

Duration: Long-term contract

Job description:

Own the technical build for Release 2: configure the enhancements and new capabilities on the existing client’s CSM/CRM implementation, OOB-first, and carry the build through unit test, SIT/UAT defect resolution, deployment and admin enablement.

Key Responsibilities:

• Produce the technical design for each build item after discovery, and document it as the record of the technical approach.
• Configure Dashboards & Reporting (up to four dashboards and four exportable reports), notification workflow changes with admin self-service, Core UX changes to menus, landing pages, list filters and field values, and the mobile experience for Account views, interaction logging and action items.
• Build bulk data upload/update capability, implement the Plan Survey verbatim data model, and execute loads of 2–5 legacy datasets into Interaction, Action Item and related tables.
• Implement the product-adoption data model with historical tracking and Plan-level and Product-level views, coordinating with the ITSM product-catalog workstream.
• Document OOB versus custom for existing and new mobile and CRM functionality; direction is to build upon existing work rather than re-implement.
• Run unit testing, support SIT and UAT, and remediate defects to closure.
• Participate in the architecture and design review covering data model, security, application and UX layers.
• Support update-set/cutover planning, production deployment and hypercare entry; deliver admin enablement and the technical turnover package.

Required experience

• 5+ years ServiceNow configuration and development, with CSM/CRM implementation experience on a production instance.
• Strong in Configurable Workspace and UI Builder, list/form configuration, Flow Designer, notifications and email scripts, ACLs and role-based security, and scoped applications.
• Reporting and dashboards, including exportable reports and Performance Analytics fundamentals.
• Scoped applications and workspace collision management. Demonstrated experience resolving Configurable Workspace conflicts across parallel releases and scoped apps — not just a clean single-track CSM build. Client’s is building two scoped apps on CSM (Contact Center, FEP Hub) that modify the Configurable Workspace with role-based ACLs, and a similar model may need to apply to CRM. The candidate must be able to reason about UI Builder and workspace configuration owned by more than one team, anticipate collisions before they reach a shared environment, and work through joint architecture and design reviews to resolve them.
• Data engineering depth. Strong, evidenced experience with import sets, transform maps, coalesce and update strategies, data-model design for new tables, staging and reconciliation, and data-quality validation at volume. Bulk upload self-service, the Plan Survey verbatim response model, and the 2–5 legacy dataset loads are
• data-engineering work and the most likely source of schedule slip on this release — this experience must be demonstrated in the CV and interview, as a CSM certification does not evidence it.
• Now Mobile / mobile app configuration for field and on-the-go use cases.
• Disciplined with update sets, promotion across dev/test/prod, and defect management.
• Mandatory certification: ServiceNow Certified System Administrator and Certified Implementation Specialist — Customer Service Management; Certified Application Developer is additionally valued. Certifications must be current and will be verified before assignment.
• Strong, clear verbal and written communication. Must be able to lead technical conversations with the customer and offer ServiceNow best-practice recommendations that help develop and refine clients’ requirements.
• Consultative posture: able to steer the customer away from unnecessary customization and toward best-practice ServiceNow development.

Success measures:

• Configuration complete and SIT-ready at the end of Execute, with unit test evidence.
• Production cutover delivered on schedule with no severity-1 defects at go-live.
• Bulk upload and adoption tracking operable by clients without vendor involvement.
• OOB-first honored — customization only where justified and documented.