Note: The job is a remote job and is open to candidates in USA. Astrica is hiring a ServiceNow Technical Consultant specializing in Customer Service Management (CSM) to implement customer solutions on the ServiceNow platform. The role advises clients on best practices, contributes to Agile engagements, guides technical design and development, and supports quality and project progress.
Responsibilities
- Dazzle clients! Participate in all technical aspects of delivering complex customer solutions on the ServiceNow platform, advising clients on best practice to create lasting value and enhanced experiences
- Build Stuff! Contribute on multiple Agile engagements, utilizing the Astrica methodology and tools to enhance project efficiency and quality
- Influence! Define technical and design approaches, lead scrums, and advise technical consulting resources on development and configuration activities
- Drive quality! Estimate time and effort for technical resources and proactively communicate progress and forecast changes to the Engagement Manager
Skills
- 3–5 years of hands-on ServiceNow development experience, with a strong focus on Customer Service Management (CSM), including Case Management, Customer Service Portal, Knowledge Management, Agent Workspace, and Omnichannel Engagement
- Experience configuring and customizing ServiceNow CSM applications, including case routing, assignment rules, workflows, business rules, client scripts, UI policies, and service-level agreements (SLAs)
- Experience with ServiceNow Customer Service Management (CSM) implementations, upgrades, enhancements, or ongoing managed services support
- Working knowledge of JavaScript and the ServiceNow platform, with the ability to develop, troubleshoot, and maintain scripts, flows, and platform configurations in alignment with ServiceNow best practices
- Experience supporting ongoing ServiceNow operations, including production issue troubleshooting, defect resolution, enhancements, bug fixes, root cause analysis, and application maintenance
- Ability to translate business requirements and technical specifications into scalable ServiceNow CSM solutions, collaborating with senior developers, technical leads, and business stakeholders to deliver effective outcomes
- Experience supporting Agile delivery, including sprint activities, backlog refinement, user story development, unit testing, defect management, deployments, and release support
- Experience supporting integrations, data imports, transform maps, REST/SOAP APIs, and troubleshooting data or application issues across ServiceNow environments
- Strong communication and problem-solving skills, with the ability to collaborate with cross-functional teams, document technical solutions, follow established development standards, and support end users as needed
- CSA certification required
- Experience with ITSM, ITOM, or other ServiceNow modules, along with exposure to performance optimization, automated testing, and deployment tools such as Update Sets or CI/CD pipelines
- Experience with web technologies (HTML, CSS, AngularJS), Integration Hub, Flow Designer, scoped applications, and ServiceNow development tools
- CSA certification preferred
- CAD and CIS-CSM certifications considered a plus
Benefits
- Remote-first work arrangement: work from wherever you’re happiest and most productive; occasional on-site work with a client may be requested, but those moments are the exception, not the rule.
- Flexible work arrangement: “Flexibility is built in, because we know life doesn’t fit neatly into a 9–5.”
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