ServiceNow CRM Certified Consultant

About the job

ROLE OVERVIEW We are seeking a ServiceNow CRM Certified Consultant to design, implement, and optimize ServiceNow CRM solutions that enhance customer engagement, streamline service operations, and drive measurable business outcomes. This role focuses primarily on Customer Service Management (CSM) and related CRM capabilities. KEY RESPONSIBILITIES Solution Design & Implementation • Lead implementations of ServiceNow CRM solutions, primarily CSM • Design end-to-end customer service workflows including case management, SLAs, and entitlements • Configure portals, workspaces, data models, and automations • Design and implement integrations with ERP, billing, and other enterprise systems Functional Consulting • Conduct discovery sessions and requirements workshops • Translate business requirements into functional and technical designs • Advise customers on CRM process optimization and CX best practices • Act as a trusted advisor to stakeholders Configuration & Platform Expertise • Configure case management, interactions, products, and accounts • Implement role-based access controls and data security • Support testing, UAT, go-live, and stabilization Collaboration & Delivery • Partner with architects, developers, and project managers • Contribute to documentation and training materials • Support pre-sales activities when needed REQUIRED QUALIFICATIONS • 2+ years of ServiceNow CRM / CSM implementation experience • ServiceNow CRM or CSM certification (required) • Strong understanding of CRM and customer service processes • Excellent communication skills PREFERRED QUALIFICATIONS • Experience with ITSM, FSM, Sales & Order Management, or Virtual Agent • Familiarity with REST/SOAP APIs and integrations • ITIL knowledge or certification KEY ATTRIBUTES • Customer-focused and consultative • Detail-oriented and delivery-driven • Strong analytical and problem-solving skills • Collaborative team player

Requirements

• ServiceNow CRM
• Customer Service Management
• Solution Design
• Implementation

Qualifications

• 2+ years of ServiceNow CRM / CSM implementation experience
• ServiceNow CRM or CSM certification

Preferred Technologies

• ServiceNow CRM
• Customer Service Management
• Solution Design
• Implementation