ServiceNow CSM & FSM Tech Consultant

Slalom; Región Centro; Presencial; MXN 700.000 - 1.000.000; Jornada completa

Descripción de la vacante

Slalom is seeking a ServiceNow Technical Consultant to lead hands-on configuration, development, and integration for CSM engagements at enterprise scale. You will translate requirements into working platform solutions and collaborate with business and technology stakeholders to deliver outcomes.

The role emphasizes collaboration with clients, mentoring teammates, and ensuring solutions follow best practices while balancing customization with out-of-the-box capabilities.

Formación

• 3+ years of ServiceNow configuration and development experience.
• Expertise in at least one of CSM, FSM, CS Portal and self-service design, or contact center operations.
• Ability to translate requirements into epics and user stories with acceptance criteria.
• Strong communication with stakeholders at all levels, translating technical concepts for business audiences.
• Experience delivering across multiple ServiceNow products including design, build, integration, testing, deployment and hypercare.

Responsabilidades

• Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and SLA commitments, and self-service deflection.
• Build CSM platform functionality including Flow Designer flows, subflows and actions, UI Builder and Workspace configuration, forms, business rules, client scripts, script includes, ACLs, and Performance Analytics content.
• Design and build integrations between ServiceNow and adjacent enterprise systems using REST and SOAP, IntegrationHub spokes, MID Server, transform maps, and scheduled data imports.
• Own technical design artifacts, including technical specifications, data models, integration designs, and configuration workbooks.
• Participate in discovery and design workshops to gather requirements, and translate them into epics and stories with acceptance criteria.
• Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments.
• Ensure solutions align to leading practices and out-of-the-box capabilities, with configuration-first alternatives to customization.
• Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and ATF.
• Support testing cycles, defect triage and remediation, deployment readiness, cutover, and post-go-live hypercare.
• Advise clients on technical debt, upgrade readiness, platform performance, and maintainability.

Conocimientos

ServiceNow configuration

ServiceNow development

CSM expertise

Requirements elicitation

Stakeholder communication

Educación

Bachelor’s degree or equivalent

CSA

CIS-DF

CIS-CSM

CIS-FSM

CSM Suite Certification

CIS-ITSM

Herramientas

Flow Designer

UI Builder

IntegrationHub

MID Server

ATF

REST & SOAP

Descripción del empleo

Slalom is seeking a ServiceNow Technical Consultant to lead hands-on configuration, development, and integration for CSM engagements at enterprise scale. You will translate requirements into working platform solutions and collaborate with business and technology stakeholders to deliver outcomes.

The role emphasizes collaboration with clients, mentoring teammates, and ensuring solutions follow best practices while balancing customization with out-of-the-box capabilities.