ServiceNow CSM/FSO Technical Consultant

As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.

WHAT YOU’LL DO

As a ServiceNow Customer Service Management Technical Consultant, you will serve as the hands-on builder on ServiceNow Customer Service Management (CSM) engagements and pre-sales activities across the customer service and engagement landscape, including Customer Service Workspace, case and major case management, account and contact data models, Customer Service Portal, self-service and Virtual Agent, and Field Service Management. You will own configuration, development, and integration work, translating requirements and user stories into working platform solutions. You will engage confidently with both business and technology stakeholders, demonstrating high technical proficiency, professional maturity, and executive presence. This is a techno-functional role, and you bring enough process and requirements depth to flex when an engagement calls for it, stepping in occasionally to gather requirements, write stories, or back up the business process consultant on a short-term basis.

• Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection
• Build and extend platform functionality, including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content
• Build CSM technical configuration, including case types and state models, account, contact, and entitlement structures, Advanced Work Assignment routing, Customer Service Portal and Virtual Agent, playbooks, and omnichannel integrations
• Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports
• Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks
• Participate in discovery and design workshops to gather and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it
• Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
• Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (ATF)
• Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare
• Advise clients on technical debt, upgrade readiness, platform performance, and long-term maintainability of the build
• Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
• Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings

WHAT YOU’LL BRING

You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it.

• 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of Customer Service Management, Field Service Management, Customer Service Portal and self-service design, or contact center and case operations
• Passion for leveraging the ServiceNow platform to streamline customer service operations, improve customer and agent experiences, and bring visibility and control to case volume, resolution, and cost-to-serve across every service channel
• Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on d