ServiceNow CSM/CRM Consultant

Zoho; India; Remote; INR 350,000 - 650,000; Full time

Job summary

Zoho is 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.

The role requires 7+ years on the ServiceNow platform with deep expertise in ServiceNow CSM and CRM processes, including Flow Designer, IntegrationHub, and REST/SOAP APIs.

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.

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.

Skills

CRM knowledge

Customer service processes

Flow Designer proficiency

ACLs understanding

Tools

ServiceNow

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

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.