ServiceNow Technical Consultant (CSM)

Alcor Solutions is seeking an experienced Senior ServiceNow CSM Consultant with strong expertise in Customer Service Management (CSM), Configure, Price, Quote (CPQ), and Sales and Order Management (SOM).

The ideal candidate will possess deep functional and technical knowledge of the ServiceNow Customer Workflow portfolio and have hands-on experience implementing end-to-end Lead-to-Cash and Customer Service Management solutions. This is a customer-facing consulting role requiring strong business process consulting, solution design, implementation, and stakeholder management skills.

Key Responsibilities

• Lead discovery workshops to understand customer business processes, pain points, and transformation objectives.
• Design and implement scalable ServiceNow Customer Service Management (CSM) solutions aligned with business requirements.
• Configure and customize ServiceNow CSM, CPQ, and SOM applications using out-of-the-box capabilities and industry best practices.
• Design and implement end-to-end Lead-to-Cash processes integrating Sales, Order Management, Fulfillment, and Customer Support.
• Configure Case Management, Customer Service Portals, Knowledge Management, Entitlements, SLAs, and Customer Workspaces.
• Implement and customize CPQ capabilities, including Product Catalogs, Product Configuration, Pricing Rules, Quoting, and Approvals.
• Design and implement Sales and Order Management workflows, including Order Capture, Order Fulfillment, Order Orchestration, and Order Lifecycle Management.
• Configure Flow Designer, IntegrationHub, Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Workflows.
• Develop integration solutions with CRM, ERP, billing, and third-party enterprise applications using REST and SOAP APIs.
• Collaborate with Enterprise Architects, Business Analysts, Developers, QA teams, and Project Managers throughout the implementation lifecycle.
• Lead solution demonstrations, design reviews, user acceptance testing (UAT), and customer workshops.
• Provide production support, enhancements, and continuous improvement recommendations.
• Mentor junior consultants and contribute to solution accelerators, reusable assets, and best practices.
• Ensure solutions follow ServiceNow implementation standards, governance, security, and platform best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience implementing ServiceNow Customer Workflow solutions.
• Hands-on implementation experience with:

ServiceNow Customer Service Management (CSM)

ServiceNow Configure, Price, Quote (CPQ)

ServiceNow Sales and Order Management (SOM)

• Strong understanding of Lead-to-Cash and Customer Service business processes.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification.
• Strong knowledge of ServiceNow platform capabilities, scripting, workflows, integrations, and API development.
• Experience with JavaScript, REST/SOAP APIs, IntegrationHub, Flow Designer, and Service Portal.
• Ability to design scalable and maintainable ServiceNow solutions.
• Excellent problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

• Additional ServiceNow certifications are a plus.
• Experience working in enterprise-scale ServiceNow environments.
• Knowledge of Agile delivery methodologies.
• Experience integrating ServiceNow with third-party business applications.