ServiceNow CSM/CRM Consultant

FyerX; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

FyerX is seeking a Senior ServiceNow CSM/CRM Consultant to lead implementation and enhancement projects across ServiceNow CSM and CRM modules. You will translate customer service requirements into scalable ServiceNow solutions, design core workflows, and integrate key enterprise applications.

The role requires 7+ years of hands-on ServiceNow experience, with deep CSM expertise, and strong CRM knowledge. Bengaluru on-site role with a focus on delivering robust, automated processes.

Qualifications

• 7+ years hands-on ServiceNow experience, with deep CSM expertise.
• Strong CRM and Customer Service process knowledge.
• Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, and third-party integrations.

Responsibilities

• Lead implementations and enhancements for ServiceNow CSM and CRM.
• Gather requirements and configure Case Management, Accounts, Contacts, Users, and Assignment Rules.
• Design customer service workflows and automation using Flow Designer and Omnichannel.

Skills

ServiceNow CSM

CRM processes

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

ACLs and security

Data model

Tools

Flow Designer

IntegrationHub

REST

SOAP

Job description

Shift Timing

12:30 PM to 9:30 PM IST (E1 Shift)

Total Experience Required

8+ years

Relevant Experience Required

7+ years in ServiceNow & CSM

Job Summary

We are seeking a Senior ServiceNow CSM/CRM Consultant to lead implementation and enhancement projects across ServiceNow CSM and CRM modules. The ideal candidate will translate complex customer service requirements into scalable ServiceNow solutions, design core workflows, and integrate key enterprise applications.

Key Responsibilities

• Lead implementation and enhancement projects focused on ServiceNow CSM and CRM.
• Gather business requirements and configure Case Management, Customer/Consumer Accounts, Contacts, Users, and Assignment Rules.
• Design customer service workflows and automation using Flow Designer and Omnichannel capabilities.
• Configure Customer/Partner Portals, Service Catalog, Knowledge Management, SLAs, and Entitlements.
• Build REST/SOAP integrations with CRM, ERP, and enterprise applications using IntegrationHub.
• Configure dashboards, reports, and KPIs, and provide technical guidance to junior developers.

Requirements

Required Qualifications

• 7+ years of hands-on experience on the ServiceNow platform with deep expertise in ServiceNow CSM.
• Strong functional knowledge of CRM and Customer Service processes.
• Experience with Flow Designer, IntegrationHub, REST/SOAP APIs, and third-party integrations.
• Strong expertise in ServiceNow data model, security, and ACLs.