Enterprise - ServiceNow CSM Technical Consultant
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)
2. Use - for any list of duties/requirements/benefits, and
for prose
3. Do NOT repeat the job title as a heading (the page already shows it)
4. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it
5. Preserve ALL substantive information; do NOT invent or summarize away detail
6. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions
7. Include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text
8. Never create Pay/Schedule/Benefits sections unless the posting actually states them
9. Prefer a few substantive sections over many thin ones
10. Output ONLY the HTML fragment — no /, no markdown code fences
Let me analyze the job posting content:
The posting has:
- "Who You'll Work With" - introductory paragraph about Slalom Technologists
- Title: ServiceNow CSM Technical Consultant (but I shouldn't repeat the job title as heading)
- "What You'll Do" - detailed list of responsibilities
- "What You'll Bring" - requirements/experience needed
- "Qualifications" - specific qualifications
- "Required Certifications" and "Preferred Certifications"
- "Technical & Platform Expertise" - detailed technical skills
- "About Us" - company description
- "Compensation and Benefits" - detailed benefits and pay ranges by location
- "EEO and Accommodations" - boilerplate to remove
I need to structure this into appropriate sections. Let me map:
- "Who You'll Work With" could be "About the role" or "About the team" - but it's more about the team/company culture. Might fit under "About the company" or similar.
- "What You'll Do" -> Responsibilities
- "What You'll Bring" -> Requirements
- "Qualifications" -> Qualifications (but note there's also "Required Certifications" and "Preferred Certifications" and "Technical & Platform Expertise" - these could be sub-sections or combined)
- "About Us" -> About the company
- "Compensation and Benefits" -> Benefits and Pay (since it has both benefits and specific pay ranges)
I should not include EEO and Accommodations as it's boilerplate.
Also note: "We will accept applicants until November 30th or until the position is filled." - this is application instruction, should be removed.
Now, I need to create HTML with h3 headings and ul/li for lists, p for prose.
Let me structure:
1. About the team (or About the role) - from "Who You'll Work With"
2. Responsibilities - from "What You'll Do"
3. Requirements - from "What You'll Bring"
4. Qualifications - from "Qualifications" section
5. Certifications - could be a subsection but maybe combine with Qualifications? The rules say use h3 for section headings. I could have "Certifications" as h3, but maybe better to include under Qualifications? However, the posting separates them. I'll make "Certifications" a separate h3 with two sub-lists (required and preferred). But the rule says use h3 for section headings. I can have h3 for "Certifications" and then use ul for required and preferred. But need to differentiate. Could use two uls with labels? Or use p for "Required:" then ul, then "Preferred:" then ul. That's acceptable.
6. Technical Expertise - from "Technical & Platform Expertise"
7. About the Company - from "About Us"
8. Benefits - from "Compensation and Benefits" (the benefits part)
9. Pay - from "Compensation and Benefits" (the pay ranges)
But note: the rule says "never create Pay/Schedule/Benefits sections unless the posting actually states them." The posting does state them, so I can include.
However, the pay ranges are detailed by location and level. That's substantive. I'll include as a list.
Also, the benefits are listed in prose. I'll convert to list.
Now, I need to ensure I don't duplicate. The "Qualifications" section says "At least 3 full-lifecycle ServiceNow implementations..." and then "Required Certifications" and "Preferred Certifications" are separate headings in the posting. I'll treat them as separate sections.
Let me outline the HTML:
About the team
As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.
Responsibilities
- Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection
- Build and extend platform functionality, including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content
- Build CSM technical configuration, including case types and state models, account, contact, and entitlement structures, Advanced Work Assignment routing, Customer Service Portal and Virtual Agent, playbooks, and omnichannel integrations
- Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports
- Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks
- Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it
- Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
- Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
- Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF)
- Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare
- Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build
- Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
- Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
- Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings
Requirements
- 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of Customer Service Management, Field Service Management, Customer Service Portal and self-service design, or contact center and case operations
- Strong hands-on skills across server-side and client-side scripting (JavaScript, GlideRecord, GlideAjax, script includes), Flow Designer, IntegrationHub, UI Builder, scoped applications, and platform security
- Passion for leveraging the ServiceNow platform to streamline customer service operations, improve customer and agent experiences, and bring visibility and control to case volume, resolution, and cost-to-serve across every service channel
- Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work
- Ability to communicate and build relationships at all levels of an organization, from service managers and platform teams to VP of Customer Experience, Chief Customer Officer, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences
- Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail
- Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare
- Enough process and functional fluency across case management, entitlements and service level commitments, and self-service design to facilitate a requirements or design session when needed; deep process specialization is not expected
- Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement
Qualifications
- At least 3 full-lifecycle ServiceNow implementations in a technical consultant, hands-on configuration and development, or technical lead capacity
Certifications
Required:
- Certified System Administrator (CSA)
- CIS – Customer Service Management (CIS-CSM)
Preferred:
- CIS – Field Service Management (CIS-FSM)
- Certified Application Developer (CAD)
- Suite Certification – CSM Professional
- CIS – IT Service Management (CIS-ITSM)
- CIS – Data Foundations (CIS-DF)
Technical expertise
- Strong technical knowledge of the ServiceNow platform (Customer Service Workspace, case and major case management, account, contact, and entitlement models, Customer Service Portal, Virtual Agent, Playbooks, Advanced Work Assignment, Flow Designer, UI Builder, scoped applications, and Reporting/Performance Analytics)
- Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus
- Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms
- Experience building integrations between ServiceNow and adjacent enterprise systems such as CRM platforms (Salesforce, Microsoft Dynamics), telephony and CCaaS providers (Genesys, Amazon Connect, NICE), ERP and billing systems, and identity and customer data platforms
- Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders
- Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams
- Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF)
- Bachelor’s degree or equivalent combination of education and professional experience preferred
About the company
Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can
for prose 3. Do NOT repeat the job title as a heading (the page already shows it) 4. Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it 5. Preserve ALL substantive information; do NOT invent or summarize away detail 6. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions 7. Include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text 8. Never create Pay/Schedule/Benefits sections unless the posting actually states them 9. Prefer a few substantive sections over many thin ones 10. Output ONLY the HTML fragment — no /, no markdown code fences Let me analyze the job posting content: The posting has: - "Who You'll Work With" - introductory paragraph about Slalom Technologists - Title: ServiceNow CSM Technical Consultant (but I shouldn't repeat the job title as heading) - "What You'll Do" - detailed list of responsibilities - "What You'll Bring" - requirements/experience needed - "Qualifications" - specific qualifications - "Required Certifications" and "Preferred Certifications" - "Technical & Platform Expertise" - detailed technical skills - "About Us" - company description - "Compensation and Benefits" - detailed benefits and pay ranges by location - "EEO and Accommodations" - boilerplate to remove I need to structure this into appropriate sections. Let me map: - "Who You'll Work With" could be "About the role" or "About the team" - but it's more about the team/company culture. Might fit under "About the company" or similar. - "What You'll Do" -> Responsibilities - "What You'll Bring" -> Requirements - "Qualifications" -> Qualifications (but note there's also "Required Certifications" and "Preferred Certifications" and "Technical & Platform Expertise" - these could be sub-sections or combined) - "About Us" -> About the company - "Compensation and Benefits" -> Benefits and Pay (since it has both benefits and specific pay ranges) I should not include EEO and Accommodations as it's boilerplate. Also note: "We will accept applicants until November 30th or until the position is filled." - this is application instruction, should be removed. Now, I need to create HTML with h3 headings and ul/li for lists, p for prose. Let me structure: 1. About the team (or About the role) - from "Who You'll Work With" 2. Responsibilities - from "What You'll Do" 3. Requirements - from "What You'll Bring" 4. Qualifications - from "Qualifications" section 5. Certifications - could be a subsection but maybe combine with Qualifications? The rules say use h3 for section headings. I could have "Certifications" as h3, but maybe better to include under Qualifications? However, the posting separates them. I'll make "Certifications" a separate h3 with two sub-lists (required and preferred). But the rule says use h3 for section headings. I can have h3 for "Certifications" and then use ul for required and preferred. But need to differentiate. Could use two uls with labels? Or use p for "Required:" then ul, then "Preferred:" then ul. That's acceptable. 6. Technical Expertise - from "Technical & Platform Expertise" 7. About the Company - from "About Us" 8. Benefits - from "Compensation and Benefits" (the benefits part) 9. Pay - from "Compensation and Benefits" (the pay ranges) But note: the rule says "never create Pay/Schedule/Benefits sections unless the posting actually states them." The posting does state them, so I can include. However, the pay ranges are detailed by location and level. That's substantive. I'll include as a list. Also, the benefits are listed in prose. I'll convert to list. Now, I need to ensure I don't duplicate. The "Qualifications" section says "At least 3 full-lifecycle ServiceNow implementations..." and then "Required Certifications" and "Preferred Certifications" are separate headings in the posting. I'll treat them as separate sections. Let me outline the HTML:
About the team
As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.
Responsibilities
- Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection
- Build and extend platform functionality, including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content
- Build CSM technical configuration, including case types and state models, account, contact, and entitlement structures, Advanced Work Assignment routing, Customer Service Portal and Virtual Agent, playbooks, and omnichannel integrations
- Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports
- Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks
- Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it
- Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
- Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
- Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF)
- Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare
- Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build
- Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
- Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
- Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings
Requirements
- 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of Customer Service Management, Field Service Management, Customer Service Portal and self-service design, or contact center and case operations
- Strong hands-on skills across server-side and client-side scripting (JavaScript, GlideRecord, GlideAjax, script includes), Flow Designer, IntegrationHub, UI Builder, scoped applications, and platform security
- Passion for leveraging the ServiceNow platform to streamline customer service operations, improve customer and agent experiences, and bring visibility and control to case volume, resolution, and cost-to-serve across every service channel
- Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work
- Ability to communicate and build relationships at all levels of an organization, from service managers and platform teams to VP of Customer Experience, Chief Customer Officer, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences
- Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail
- Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare
- Enough process and functional fluency across case management, entitlements and service level commitments, and self-service design to facilitate a requirements or design session when needed; deep process specialization is not expected
- Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement
Qualifications
- At least 3 full-lifecycle ServiceNow implementations in a technical consultant, hands-on configuration and development, or technical lead capacity
Certifications
Required:
- Certified System Administrator (CSA)
- CIS – Customer Service Management (CIS-CSM)
Preferred:
- CIS – Field Service Management (CIS-FSM)
- Certified Application Developer (CAD)
- Suite Certification – CSM Professional
- CIS – IT Service Management (CIS-ITSM)
- CIS – Data Foundations (CIS-DF)
Technical expertise
- Strong technical knowledge of the ServiceNow platform (Customer Service Workspace, case and major case management, account, contact, and entitlement models, Customer Service Portal, Virtual Agent, Playbooks, Advanced Work Assignment, Flow Designer, UI Builder, scoped applications, and Reporting/Performance Analytics)
- Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus
- Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms
- Experience building integrations between ServiceNow and adjacent enterprise systems such as CRM platforms (Salesforce, Microsoft Dynamics), telephony and CCaaS providers (Genesys, Amazon Connect, NICE), ERP and billing systems, and identity and customer data platforms
- Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders
- Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams
- Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF)
- Bachelor’s degree or equivalent combination of education and professional experience preferred
About the company
Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can