Enterprise - ServiceNow CSM Technical Consultant
for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)
2. Use - for lists 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" - intro about Slalom Technologists
- Title: ServiceNow CSM Technical Consultant
- "What You'll Do" - detailed responsibilities
- "What You'll Bring" - requirements/experience
- "Qualifications" - specific qualifications
- "Required Certifications" and "Preferred Certifications"
- "Technical & Platform Expertise" - detailed technical 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 user mentioned section headings like: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
Looking at the content:
- "Who You'll Work With" could be "About the role" or similar
- "What You'll Do" = Responsibilities
- "What You'll Bring" = Requirements
- "Qualifications" = Qualifications
- "Required Certifications" and "Preferred Certifications" could be part of Qualifications or separate
- "Technical & Platform Expertise" = Skills
- "About Us" = could be included or omitted? The instructions say preserve substantive info, but this is company boilerplate. Might include as "About the company" but not required.
- "Compensation and Benefits" = Pay and Benefits sections (since they have specific details)
- "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.
I need to decide on sections. The posting has real content for:
- About the role (from "Who You'll Work With")
- Responsibilities (from "What You'll Do")
- Requirements (from "What You'll Bring")
- Qualifications (from "Qualifications" and certifications)
- Skills (from "Technical & Platform Expertise")
- Benefits (from "Compensation and Benefits" - benefits part)
- Pay (from "Compensation and Benefits" - salary ranges)
Schedule? Not mentioned specifically, so no Schedule section.
I'll create sections accordingly.
Now, I need to output HTML fragment with h3 headings, ul/li for lists, p for prose.
Let me structure:
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.
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
You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it.
- 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
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)
Skills
- 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
Benefits
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, as well as discounted home, auto, and pet insurance.
Pay
Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges:
- East Bay, San Francisco, Silicon Valley:
- Consultant: $126,000-$154,000
- Senior Consultant: $154,000–$189,000
- San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:
- Consultant: $115,000-$141,000
- Senior Consultant: $141,000–$173,000
- All other locations:
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" - intro about Slalom Technologists - Title: ServiceNow CSM Technical Consultant - "What You'll Do" - detailed responsibilities - "What You'll Bring" - requirements/experience - "Qualifications" - specific qualifications - "Required Certifications" and "Preferred Certifications" - "Technical & Platform Expertise" - detailed technical 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 user mentioned section headings like: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Looking at the content: - "Who You'll Work With" could be "About the role" or similar - "What You'll Do" = Responsibilities - "What You'll Bring" = Requirements - "Qualifications" = Qualifications - "Required Certifications" and "Preferred Certifications" could be part of Qualifications or separate - "Technical & Platform Expertise" = Skills - "About Us" = could be included or omitted? The instructions say preserve substantive info, but this is company boilerplate. Might include as "About the company" but not required. - "Compensation and Benefits" = Pay and Benefits sections (since they have specific details) - "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. I need to decide on sections. The posting has real content for: - About the role (from "Who You'll Work With") - Responsibilities (from "What You'll Do") - Requirements (from "What You'll Bring") - Qualifications (from "Qualifications" and certifications) - Skills (from "Technical & Platform Expertise") - Benefits (from "Compensation and Benefits" - benefits part) - Pay (from "Compensation and Benefits" - salary ranges) Schedule? Not mentioned specifically, so no Schedule section. I'll create sections accordingly. Now, I need to output HTML fragment with h3 headings, ul/li for lists, p for prose. Let me structure:
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.
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
You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it.
- 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
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)
Skills
- 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
Benefits
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, as well as discounted home, auto, and pet insurance.
Pay
Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges:
- East Bay, San Francisco, Silicon Valley:
- Consultant: $126,000-$154,000
- Senior Consultant: $154,000–$189,000
- San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:
- Consultant: $115,000-$141,000
- Senior Consultant: $141,000–$173,000
- All other locations: