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" - long list of responsibilities
- "What You'll Bring" - requirements/qualifications
- "Qualifications" - specific qualifications
- "Required Certifications" - list
- "Preferred Certifications" - list
- "Technical & Platform Expertise" - more detailed skills
- "About Us" - company description
- "Compensation and Benefits" - detailed pay ranges by location and benefits
- "EEO and Accommodations" - boilerplate to remove
I need to structure this into appropriate sections. The rules say to use headings like "About the role", "Responsibilities", "Requirements", "Qualifications", "Skills", "Benefits", "Pay", "Schedule". But I should only include sections that have real content.
Let me map:
- "Who You'll Work With" could be "About the role" or "About the team"
- "What You'll Do" -> "Responsibilities"
- "What You'll Bring" -> "Requirements" or "Qualifications"
- "Qualifications" -> could be part of Requirements
- "Required Certifications" and "Preferred Certifications" -> could be under "Qualifications" or separate "Certifications"
- "Technical & Platform Expertise" -> "Skills" or "Technical Expertise"
- "About Us" -> "About the company" (but maybe not needed as a section? The rules say "About the role" but not "About the company". However, it's substantive content. I'll include as "About the company" or maybe fold into a paragraph? The rules say use h3 for section headings like "About the role". I think "About the company" is okay.)
- "Compensation and Benefits" -> "Benefits" and "Pay" (since it has both detailed benefits and pay ranges)
- "EEO and Accommodations" -> remove (boilerplate)
Also note: "We will accept applicants until November 30th or until the position is filled." - this is application instruction, should remove.
Now, I need to preserve ALL substantive information. So I must include all the bullet points and details.
I'll structure as:
About the role
...Who You'll Work With paragraph...
Responsibilities
- ...each bullet from What You'll Do...
Requirements
...What You'll Bring intro paragraph...
- ...each bullet from What You'll Bring...
Qualifications
...Qualifications paragraph...
- ...Required Certifications...
- ...Preferred Certifications...
Technical Expertise
- ...each bullet from Technical & Platform Expertise...
About the company
...About Us paragraph...
Benefits
...benefits description...
- ...list benefits...
Pay
...pay ranges by location...
- ...maybe list each location range? But it's prose with ranges. I'll keep as paragraphs and maybe a list for each location group.
But the rules say: "Use - for any list of duties/requirements/benefits, and
for prose." So for pay ranges, it's structured data, maybe use a list.
Also, the posting says "In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time." That's prose.
I'll include the pay ranges as a list of locations with ranges.
Now, I must not include EEO and Accommodations, and the application deadline line.
Also, the "Who You'll Work With" is a heading in the original, but I'll use "About the role" as per suggested headings.
Let me write the HTML.
I need to be careful to not miss any substantive bullet points. The "What You'll Do" has many bullet points (each line starting with a verb). I'll list them all.
Similarly for "What You'll Bring", "Qualifications", "Required Certifications", "Preferred Certifications", "Technical & Platform Expertise".
Let me extract each bullet:
What You'll Do bullets:
1. 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
2. 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
3. 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
4. Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports
5. Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks
6. 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
7. Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
8. Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
9. Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF)
10. Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare
11. Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build
12. Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
13. Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
14. Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings
What You'll Bring bullets:
1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
7. Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare
8. 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
9. 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"
Required Certifications:
- Certified System Administrator (CSA)
- CIS – Customer Service Management (CIS-CSM)
Preferred Certifications:
- 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 & Platform Expertise bullets:
1. 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)
2. Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus
3. Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms
4. 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
5. Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders
6. Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams
7. Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF)
8. Bachelor’s degree or equivalent combination of education and professional experience preferred
About Us: paragraph.
Compensation and Benefits:
- Benefits paragraph: "Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses,
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" - long list of responsibilities - "What You'll Bring" - requirements/qualifications - "Qualifications" - specific qualifications - "Required Certifications" - list - "Preferred Certifications" - list - "Technical & Platform Expertise" - more detailed skills - "About Us" - company description - "Compensation and Benefits" - detailed pay ranges by location and benefits - "EEO and Accommodations" - boilerplate to remove I need to structure this into appropriate sections. The rules say to use headings like "About the role", "Responsibilities", "Requirements", "Qualifications", "Skills", "Benefits", "Pay", "Schedule". But I should only include sections that have real content. Let me map: - "Who You'll Work With" could be "About the role" or "About the team" - "What You'll Do" -> "Responsibilities" - "What You'll Bring" -> "Requirements" or "Qualifications" - "Qualifications" -> could be part of Requirements - "Required Certifications" and "Preferred Certifications" -> could be under "Qualifications" or separate "Certifications" - "Technical & Platform Expertise" -> "Skills" or "Technical Expertise" - "About Us" -> "About the company" (but maybe not needed as a section? The rules say "About the role" but not "About the company". However, it's substantive content. I'll include as "About the company" or maybe fold into a paragraph? The rules say use h3 for section headings like "About the role". I think "About the company" is okay.) - "Compensation and Benefits" -> "Benefits" and "Pay" (since it has both detailed benefits and pay ranges) - "EEO and Accommodations" -> remove (boilerplate) Also note: "We will accept applicants until November 30th or until the position is filled." - this is application instruction, should remove. Now, I need to preserve ALL substantive information. So I must include all the bullet points and details. I'll structure as:
About the role
...Who You'll Work With paragraph...
Responsibilities
- ...each bullet from What You'll Do...
Requirements
...What You'll Bring intro paragraph...
- ...each bullet from What You'll Bring...
Qualifications
...Qualifications paragraph...
- ...Required Certifications...
- ...Preferred Certifications...
Technical Expertise
- ...each bullet from Technical & Platform Expertise...
About the company
...About Us paragraph...
Benefits
...benefits description...
- ...list benefits...
Pay
...pay ranges by location...
- ...maybe list each location range? But it's prose with ranges. I'll keep as paragraphs and maybe a list for each location group.
- for any list of duties/requirements/benefits, and
for prose." So for pay ranges, it's structured data, maybe use a list. Also, the posting says "In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time." That's prose. I'll include the pay ranges as a list of locations with ranges. Now, I must not include EEO and Accommodations, and the application deadline line. Also, the "Who You'll Work With" is a heading in the original, but I'll use "About the role" as per suggested headings. Let me write the HTML. I need to be careful to not miss any substantive bullet points. The "What You'll Do" has many bullet points (each line starting with a verb). I'll list them all. Similarly for "What You'll Bring", "Qualifications", "Required Certifications", "Preferred Certifications", "Technical & Platform Expertise". Let me extract each bullet: What You'll Do bullets: 1. 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 2. 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 3. 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 4. Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports 5. Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks 6. 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 7. Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible 8. Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives 9. Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF) 10. Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare 11. Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build 12. Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing 13. Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs 14. Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings What You'll Bring bullets: 1. 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 2. 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 3. 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 4. 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 5. 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 6. 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 7. Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare 8. 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 9. 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" Required Certifications: - Certified System Administrator (CSA) - CIS – Customer Service Management (CIS-CSM) Preferred Certifications: - 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 & Platform Expertise bullets: 1. 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) 2. Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus 3. Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms 4. 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 5. Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders 6. Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams 7. Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF) 8. Bachelor’s degree or equivalent combination of education and professional experience preferred About Us: paragraph. Compensation and Benefits: - Benefits paragraph: "Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses,