ServiceNow

Tata Consultancy Services Limited; São Paulo; Híbrido; BRL 180.000 - 260.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance

Dental insurance

Life insurance

Meal vouchers

Transportation vouchers

Childcare assistance

Gym pass

24/7 support via TCS Cares

Cultural wellness programs

Resumo da vaga

Tata Consultancy Services Limited is seeking a ServiceNow Consultant specialized in CSM/CRM to design, implement, and optimize ServiceNow solutions. You will collaborate with stakeholders to gather requirements, improve customer service processes, and deliver scalable platform capabilities.

Required: 5+ years in ServiceNow, CSA and CIS-CSM certifications, and hands-on experience with CSM modules, catalog, knowledge, and case management.

Qualificações

• 5+ years of ServiceNow experience.
• Certified System Administrator (CSA) and CIS-CSM certifications are mandatory.
• Strong experience in CSM/CRM, service catalog, knowledge management, and case management.
• Experience with Flow Designer and workspace configuration.
• Ability to design and implement scalable ServiceNow solutions and guide stakeholders.

Responsabilidades

• Design and implement ServiceNow CSM/CRM solutions.
• Gather and analyze business requirements with stakeholders.
• Configure and customize ServiceNow CSM modules.
• Build and maintain Service Catalog, Knowledge Management, and Case Management processes.
• Develop workflows using Flow Designer.
• Configure Agent Workspace and Service Portal/Employee Center.
• Support customer journey mapping and process optimization initiatives.
• Collaborate with business stakeholders and technical teams to ensure scalable, efficient solutions.
• Provide best practices and guidance for ServiceNow platform adoption.

Conhecimentos

Requirements gathering

Stakeholder collaboration

Process design

Ferramentas

ServiceNow CSM

Flow Designer

Knowledge Management

Case Management

Service Portal

Workspace Configuration

Service Catalog

Employee Center

Integration Hub

ServiceNow Admin

Descrição da vaga

TCS is seeking a ServiceNow Consultant - CSM/CRM

- to design, implement, and optimize ServiceNow Customer Service Management (CSM) solutions, collaborate with stakeholders to gather requirements, improve customer service processes, and deliver scalable ServiceNow platform capabilities.

Mandatory Skills

• 5+ Years of ServiceNow Experience
• ServiceNow CSM (Customer Service Management)
• Service Catalog
• Knowledge Management
• Case Management
• Flow Designer
• Workspace Configuration
• Service Portal
• Employee Center
• Customer Journey Mapping
• Process Design
• Requirements Gathering

Certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist - CSM (CIS-CSM)

Preferred Skills

• FSM (Field Service Management)
• ITSM
• Integration Hub
• Performance Analytics
• ServiceNow AI / Now Assist
• Customer Communities

Work Model:

Remote/Hybrid

Experience

• Advanced/Fluent (C1/C2)

Key Responsibilities

• Design and implement ServiceNow CSM/CRM solutions.
• Gather and analyze business requirements.
• Configure and customize ServiceNow CSM modules.
• Build and maintain Service Catalog, Knowledge Management, and Case Management processes.
• Develop workflows using Flow Designer.
• Configure Agent Workspace and Service Portal/Employee Center.
• Support customer journey mapping and process optimization initiatives.
• Collaborate with business stakeholders and technical teams.
• Ensure scalable, efficient, and user-friendly ServiceNow solutions.
• Provide best practices and guidance for ServiceNow platform adoption.

Target Profile

Candidates with strong ServiceNow CSM expertise, hands-on experience in Case Management, Knowledge Management, Service Catalog, Flow Designer, and Workspace Configuration. CSA and CIS-CSM certifications are mandatory. Experience with FSM, ITSM, Integration Hub, Performance Analytics, and ServiceNow AI/Now Assist is highly preferred.

Health, dental, and life insurance, meal and transportation vouchers, childcare assistance, Gym pass, and 24/7 support through TCS Cares, including psychological, legal, social, and financial assistance. Access to cultural, wellness, and recreational programs through the TCS-SESC partnership.

Global career opportunities through access to the latest technologies, world-class learning platforms, professional certifications, and mentorship programs designed to accelerate growth and future-ready skills.

Tata Consultancy Services is an equal opportunity employer. Our commitment to diversity and inclusion drives us to provide equal opportunities to all candidates who meet our required knowledge and competency needs, regardless of socio-economic background, race, colour, national origin, religion, sex, gender identity, age, marital status, disability, sexual orientation, or any other characteristic.