CSM PRO ServiceNow Functional Expert -OP

Keoni; Paris; Hybrid; EUR 90,000 - 140,000; Full time

Job summary

Demartino Law is seeking a seasoned CSM PRO Zurich ServiceNow expert to lead configuration and integration of the CRM with FAQs, Chatbot, and Marketing components. You will design processes, map customer journeys, and ensure the platform leverages standard capabilities for simplicity and scalability.

Required: 5–7 years of hands-on experience with CSM PRO Zurich, ServiceNow ecosystem, and agile methodologies; strong French writing skills; ability to train a Competency Center and work across

Qualifications

• 5–7 years of experience with CSM PRO Zurich version
• Experience deploying CSM PRO Zurich in large organizations (7,000+ users)
• Strong knowledge of CRM design and platform best practices

Responsibilities

• Prepare, organize, and participate in design workshops on processes, platform foundations, and interfaces
• Co-write and validate User Stories and backlog items
• Define and prioritize the product backlog and manage Agile cycles
• Configure CRM: customer journeys, records, routing, inbound/outbound flows
• Configure FAQs/Chatbots/Marketing within the platform
• Train and transfer skills to enable a Competency Center

Skills

Agile methodologies (Scrum Kanban)

JavaScript

CRM design knowledge

French writing

Communication skills

stakeholder management

Tools

CSM PRO Zurich version

ServiceNow ecosystem

Job description

# CSM PRO ServiceNow Functional Expert -OP* Home* CSM PRO ServiceNow Functional Expert -OP* July 21, 2026* 0 Comments* By Roberte OkoyaContext: The project involves replacing the current CRM solution (PEGA) with the CSM PRO software solution (SERVICENOW), while prioritizing the use of the chosen solution's standard functionalities through configuration mechanisms, with a focus on simplicity, maintainability, and scalability. The Project Manager, who integrates the CRM, FAQ, Chatbot, and Marketing solutions within their ecosystem, wishes to engage a CSM Pro expert to ensure the project delivers results within the given timeframe.MISSIONS During the build phase (which will be done jointly with the publisher): – Prepare, organize, and participate in design workshops on processes, platform foundations, and interfaces – Co-write and validate User Stories (deliverables from the design workshops) – Define and prioritize the product backlog – Manage Agile cycles – Participate in the configuration of the different types of customer requests that constitute the business processes to be configured in the CRM. – Configure the CRM (customer journeys, customer records, distribution, routing, inbound/outbound flows) while respecting the native solution and the solution's standard – Configure FAQs/Chatbots from knowledge repositories to be built – Configure the Marketing solution – Train and transfer skills on functional configuration to enable the Competency Center to become autonomous – Participate in the project's Agile ceremoniesExpected deliverables: "EPICs, User Stories, Test Plan , VABF Report" according to the deadlines agreed upon with the project manager and/or the functional and technical project leads.Technical and technological environment – CSM PRO (ServiceNow CRM solution)Profile & skills This profile must be an expert in the solution with a minimum of 5 to 7 years of experience (ideally with the current "Zurich" version or a recent previous version released within 2 to 3 years). Have at least one experience integrating CSM PRO ServiceNow in a similar organization with a large number of users (at least 7,000), ideally in the insurance and/or supplementary mutual sectors.Required Skills: Technical knowledge of the CSM PRO Zurich version solution (and FAQ/Chabot/Marketing) to ensure the overall integrity of the platform; Knowledge of the architecture of the CSM PRO Zurich version solution (and FAQ/Chabot/Marketing) to ensure the right choices are made based on needs, using the platform's standard capabilities; Mastery of CSM PRO platform best practices to use all of the platform's standard capabilities; Technical knowledge of integrating the CSM PRO platform with an external IT ecosystem; Experience with Agile methodologies: Scrum, Kanban; Other technical skills (JavaScript, etc. - please specify); Knowledge of CRM solution design (FAQ/Chabot/Marketing) to ensure the right choices are made based on needs, using the platform's standard capabilities; Functional knowledge of the solution; Mastery of defining, designing, and implementing business processes in the CRM solution (FAQ/Chabot/Marketing); Knowledge of Customer Relationship Management business processes; Strong writing skills (in French language): technical documentation, specifications, communication and reporting. Interpersonal, written and oral skills (listening and dialogue skills, meeting facilitation, negotiation). Customer service and customer focus. Persuasive skills.Required Experience: Proven experience in deploying a CSM PRO Zurich version solution (FAQ/CHABOT/MARKETING) of a similar size/activity to the requested AA within the last 3 years. Proven experience with ServiceNow solutions (ITSM, Calendar, AI, etc.). Experience in project management/CRM project launch. Experience with user acceptance testing on projects similar to the AA's. Experience with agile methodologies.Application: CV + cover letter + copies of diplomas to be sent to [e-mail]