ServiceNow Consultant - CSM/CRM

Tata Consultancy Services; São Paulo; Hybrid; BRL 180,000 - 260,000; Full time

Benefits offered by this job

Health, dental, and life insurance

Meal and transportation vouchers

Childcare assistance

Gym pass

24/7 support through TCS Cares

Job summary

Tata Consultancy Services seeks a ServiceNow Consultant to design, implement, and optimize ServiceNow Customer Service Management (CSM) solutions. You will collaborate with stakeholders to gather requirements, improve customer service processes, and deliver scalable platform capabilities.

Requirements include extensive ServiceNow experience, CSM expertise, and CSA/CIS-CSM certifications. The role supports remote/hybrid work and involves hands-on configuration, journey mapping, and ongoing

Qualifications

• 5+ years of hands-on ServiceNow experience including CSM modules.
• CSA and CIS-CSM certifications are mandatory.
• Strong knowledge of Service Catalog, Knowledge Management and Case Management.

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.

Skills

ServiceNow Experience

ServiceNow CSM

Service Catalog

Knowledge Management

Case Management

Flow Designer

Workspace Configuration

Service Portal

Employee Center

Customer Journey Mapping

Process Design

Requirements Gathering

Tools

FSM

ITSM

Integration Hub

Performance Analytics

ServiceNow AI/Now Assist

Customer Communities

Job description

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.

Benefits

• Health, dental, and life insurance
• meal and transportation vouchers
• childcare assistance
• Gym pass
• 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

Career Opportunities

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.