Enterprise - ServiceNow CSM Technical Consultant

About the role

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.

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.

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
• Bachelor’s degree or equivalent combination of education and professional experience preferred

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