ServiceNow CSM - Consultant
Enterprise Performance
Deloitte’s Enterprise Performance practice helps organizations improve business outcomes through platform-enabled transformation, technology modernization, and operational improvement. Within this space, our teams work across IT operations, service management, workflow automation, and enterprise platforms to deliver large-scale digital transformation programs. As a ServiceNow Senior Consultant, Technical Transformation, you will work with cross-functional teams to design, build, and enhance ServiceNow solutions that help clients streamline processes, improve service delivery, and create long-term business value.
Level: Consultant or equivalent
As a Consultant at Deloitte Consulting Services, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.
Work you'll do
We are seeking a skilled ServiceNow Customer Service Management (CSM) Consultant / Developer to design, implement, and support ServiceNow CSM solutions that improve customer operations, case management, and service delivery. The ideal candidate combines a functional understanding of customer service processes with hands-on ServiceNow development experience and can translate business requirements into scalable platform solutions.
Key Responsibilities
- Gather, analyze, and document business requirements for ServiceNow CSM implementations and enhancements
- Design, configure, and customize CSM capabilities including Case Management, Agent Workspace, Account and Contact Management, Entitlements, Service Contracts, and customer-facing portal experiences
- Build and automate workflows using Flow Designer, Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes
- Develop server-side and client-side scripts using JavaScript and Glide API for custom CSM applications and enhancements
- Design and build integrations with CRM, ERP, ticketing, and other third-party systems using REST, SOAP, IntegrationHub, Web Services, and MID Server
- Provide technical guidance on ServiceNow best practices, scalable design, and minimizing technical debt
- Conduct client demos, workshops, training sessions, and support UAT activities
- Perform code reviews, troubleshoot issues, support upgrades, and maintain technical documentation
Required Qualifications
- 3-6 years of ServiceNow development experience in large enterprise environments
- Hands-on experience with the ServiceNow platform and CSM module implementation or support
- Strong knowledge of ServiceNow platform fundamentals including forms, tables, lists, ACLs, and configuration
- Strong proficiency in JavaScript, Glide scripting, HTML/CSS, and ServiceNow development concepts
- Experience with CSM data models, case lifecycle management, workflows, and portal capabilities
- Experience with REST/SOAP APIs and enterprise integrations
- Working knowledge of ITIL practices and ServiceNow-aligned service management processes
- Strong communication, analytical, and problem-solving skills, with the ability to explain technical solutions in business terms
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)
- ITIL V3 or ITIL 4 certification
Location: Bengaluru/Hyderabad/Pune/Chennai
Shift Timings: 24x7 including night shift as per business requirements