ServiceNow Technical Consultant (CSM)

ServiceNow Technical Consultant -CSM 

Astrica ServiceNow Technical Consultants bring their understanding of system and software architecture to implement solutions on the ServiceNow platform for our customers. They lead and prescribe clients to best practice and collaborate with team members to achieve project goals. Their ServiceNow skills are kept on the bleeding-edge, they innovate IP on the platform, and serve as technical subject matter experts to clients and teammates.  

What you’ll do:  

• 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. 

• Own the technical quality on customer projects, participate in code reviews, and oversee Go-Live planning efforts. 

• Assist with discovery workshops and collaborate closely with Business Process Consultants to define customer requirements. 

• Participate in internal knowledge sharing, coaching, and collaboration activities and initiatives. 

What you bring:  

• 6+ years of hands-on ServiceNow experience with a strong focus on Customer Service Management (CSM), including Case Management, Customer Service Portal, Knowledge Management, Agent Workspace, and Omnichannel Engagement.  

• Design and implementation experience end‑to‑end billing and invoice‑related case processes within ServiceNow Customer Service Management, including invoice dispute handling, credit/refund workflows, and customer billing inquiries. 

• 8+ years of client-facing consulting experience, leading requirements gathering sessions, solution design workshops, and stakeholder meetings to deliver successful customer service transformation initiatives.  

• Proven experience working within Agile delivery environments, including sprint planning, backlog refinement, user story development, effort estimation, defect management, and support of end-to-end project delivery.  

• Ability to translate complex business requirements into scalable ServiceNow CSM solutions, providing functional guidance, best-practice recommendations, and process optimization strategies.  

• Experience supporting configuration, testing, deployments, data migrations, integrations, UAT, and post-production hypercare while ensuring adherence to ServiceNow best practices and platform standards.  

• Strong communication and stakeholder management skills, with the ability to collaborate effectively with business leaders, product owners, technical teams, and end users across all phases of delivery.  

• Passion for helping customers maximize the value of ServiceNow through automation, self-service adoption, AI-driven customer service capabilities, and continuous service improvement initiatives. 

Extra Awesome:  

• Experience implementing the Employee Workflows of ServiceNow (HRSD, WSD, and Legal Service Delivery) 

• Experience in one or more of the following: web technologies (HTML, CSS, AngularJS), Integrations (using REST, SOAP, Integration Hub, LDAP, SSO), and custom (scoped) application development. 

• CSA, CAD, and ITSM (CIS) certifications, plus CIS in 3+ additional process areas outside of ITSM (ITOM, HR, CSM, UX, ITAM, or ITBM). 

• Suite Certifications 

Where You’ll Work 
We’re a remote-first team, which means you can do your best work from wherever you’re happiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility is built in, because we know life doesn’t fit neatly into a 9–5. 

What the Work Looks Like 
Most of your day will be spent collaborating online, building smart solutions, and occasionally traveling (up to 10%) if a project needs you in person. Otherwise, it’s you, your laptop, and your favorite coffee mug. 

Why Astrica? 
At Astrica, we’re not just checking boxes—we’re reimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun. 

Astrica is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.