Senior Technical Consultant – ServiceNow CSM CRM

About the role

We are looking for a Senior Technical Consultant to join our ServiceNow Customer Workflows team and help deliver modern customer service and CRM transformation programs.

This role is ideal for experienced CRM customer service or enterprise platform consultants who enjoy solving complex business challenges and designing scalable digital solutions. While experience with the ServiceNow platform is a strong advantage it is not mandatory. We are equally interested in strong consultants coming from platforms such as Salesforce Microsoft Dynamics or other enterprise CRM ecosystems who want to grow into ServiceNow Customer Workflows.

You will work closely with architects business consultants project managers and customer stakeholders to design and implement solutions that improve customer service operations automate case handling and connect front middle and back-office teams.

What you will do

As a Senior Technical Consultant you will:

• Design and implement customer service and CRM solutions using the ServiceNow platform.
• Translate customer requirements into scalable ServiceNow configurations and technical designs.
• Configure and customize CSM capabilities such as cases accounts contacts consumers products installed base entitlements SLAs assignment rules notifications knowledge and customer portals.
• Design and implement workflows using Flow Designer business rules client scripts UI policies ACLs integrations and data models.
• Support workshops process analysis solution walkthroughs demos testing UAT go-live and hypercare.
• Review solution designs and code to ensure maintainability performance and platform alignment.
• Support integrations between ServiceNow and external systems including CRM ERP contact center billing identity and customer-facing platforms.
• Mentor mid-level and junior consultants and contribute to delivery standards accelerators and reusable assets.
• Work with architects and functional consultants to connect CSM with broader CRM capabilities such as Field Service Management Sales and Order Management or industry-specific workflows when relevant.

Qualifications :

What we are looking for

Required experience:

• 5 years of experience in enterprise software implementation development technical consulting or solution engineering.
• Strong experience in CRM customer service case management or workflow-driven platforms.
• Strong knowledge of platform development: JavaScript Glide APIs Flow Designer Business Rules Client Scripts Script Includes UI Policies ACLs forms lists notifications and data model design.
• Experience with REST/SOAP integrations and third-party system connectivity.
• Good understanding of customer service processes case management SLA management entitlement models customer portals knowledge management and service automation.
• Ability to run or support technical workshops and explain technical decisions to both technical and non-technical stakeholders.
• Strong consulting mindset: ownership structured communication problem solving and ability to challenge requirements constructively.

Strong advantage if you have

• Previous experience with ServiceNow platform development or implementation.
• Experience with customer workflows field service sales order management or digital customer engagement platforms.
• Experience with Agile / Scrum delivery.
• Previous consulting or customer-facing delivery experience.
• Platform certifications in ServiceNow Salesforce or other enterprise ecosystems.

Open to experienced Salesforce professionals

We actively welcome experienced Salesforce consultants developers and solution specialists who want to expand into the ServiceNow ecosystem.

You may be a good fit if you have experience with:

• Salesforce Service Cloud Sales Cloud Experience Cloud Field Service CPQ or CRM integrations.
• Case management account/contact models entitlement processes customer portals knowledge workflows and automation.
• Apex Lightning Web Components Flow REST APIs or Salesforce integration patterns.
• Enterprise CRM implementation projects.

What matters most is your technical foundation customer-facing consulting experience CRM process understanding and motivation to grow into the ServiceNow ecosystem.

Additional Information :

What We Offer:

• Excellent remuneration package;
• 24 paid vacation days;
• Flexible working arrangements;
• Additional Health insurance;
• Training and certifications;
• Great working environment and team spirit.

Remote Work :

No

Employment Type :

Full-time