ServiceNow CSM/FSO Technical 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

As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.

WHAT YOU’LL DO

As a ServiceNow Customer Service Management Technical Consultant, you will serve as the hands-on builder on ServiceNow Customer Service Management (CSM) engagements and pre-sales activities across the customer service and engagement landscape, including Customer Service Workspace, case and major case management, account and contact data models, Customer Service Portal, self-service and Virtual Agent, and Field Service Management. You will own configuration, development, and integration work, translating requirements and user stories into working platform solutions. You will engage confidently with both business and technology stakeholders, demonstrating high technical proficiency, professional maturity, and executive presence. This is a techno-functional role, and you bring enough process and requirements depth to flex when an engagement calls for it, stepping in occasionally to gather requirements, write stories, or back up the business process consultant on a short-term basis.

• Configure and develop ServiceNow CSM solutions spanning omnichannel case intake, routing and assignment, escalation and major case handling, entitlements and service level commitments, and self-service deflection
• Build and extend 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
• Build CSM technical configuration, including case types and state models, account, contact, and entitlement structures, Advanced Work Assignment routing, Customer Service Portal and Virtual Agent, playbooks, and omnichannel integrations
• 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 and analyze business requirements, and translate them into well-formed epics, user stories, and acceptance criteria when an engagement calls for it
• Create, refine, and manage stories in the delivery backlog, estimating effort, grooming with the team, and keeping sprint commitments and dependencies visible
• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with configuration-first alternatives
• Apply platform delivery discipline across scoped applications, update set and pipeline hygiene, peer code review, unit testing, and the Automated Test Framework (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 long-term maintainability of the build
• Mentor teammates on configuration, scripting, integration patterns, and technical delivery best practices, and on requirements analysis and story writing
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow technical content, build approaches, and estimation inputs
• Contribute to practice development through reusable components, delivery accelerators, technical playbooks, thought leadership, and ServiceNow-focused client offerings

WHAT YOU’LL BRING

You are a seasoned ServiceNow technical consultant who thrives in complex enterprise environments and has a track record of building and delivering transformational ServiceNow implementations. Your strength is configuration, development, and integration, complemented by enough process and requirements fluency to step into functional work when a project needs it.

• 3+ years of ServiceNow configuration and development experience, with deep expertise in at least one of Customer Service Management, Field Service Management, Customer Service Portal and self-service design, or contact center and case operations
• Passion for leveraging the ServiceNow platform to streamline customer service operations, improve customer and agent experiences, and bring visibility and control to case volume, resolution, and cost-to-serve across every service channel
• Experience gathering and analyzing business requirements and writing well-formed user stories and acceptance criteria, enough to backstop a business process consultant on discovery and backlog work
• Ability to communicate and build relationships at all levels of an organization, from service managers and platform teams to VP of Customer Experience, Chief Customer Officer, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences
• Strong problem-solving and debugging ability, with the capacity to diagnose complex platform issues, manage client expectations, and deliver on tight schedules with high attention to detail
• Experience delivering solutions across multiple ServiceNow products, including technical design, build, integration, testing, deployment, and hypercare
• Enough process and functional fluency across case management, entitlements and service level commitments, and self-service design to facilitate a requirements or design session when needed; deep process specialization is not expected
• Experience participating in practitioner workshops focused on solution design, technical architecture decisions, and backlog refinement

QUALIFICATIONS

• At least 3 full-lifecycle ServiceNow implementations in a technical consultant, hands-on configuration and development, or technical lead capacity

REQUIRED CERTIFICATIONS

• Certified System Administrator (CSA)
• CIS – Data Foundations (CIS-DF)
• CIS – Customer Service Management (CIS-CSM)

PREFERRED CERTIFICATIONS

• CIS – Field Service Management (CIS-FSM)
• Suite Certification – CSM Professional
• CIS – IT Service Management (CIS-ITSM)

TECHNICAL & PLATFORM EXPERTISE

• Strong technical knowledge of the ServiceNow platform (Customer Service Workspace, case and major case management, account, contact, and entitlement models, Customer Service Portal, Virtual Agent, Playbooks, Advanced Work Assignment, Flow Designer, UI Builder, scoped applications, and Reporting/Performance Analytics)
• Experience with Field Service Management, Sales and Order Management, and Workforce Optimization big plus
• Working knowledge of omnichannel service architecture (voice, chat, email, messaging) and the integration patterns connecting CRM, telephony, and customer data platforms
• Experience building integrations between ServiceNow and adjacent enterprise systems such as CRM platforms (Salesforce, Microsoft Dynamics), telephony and CCaaS providers (Genesys, Amazon Connect, NICE), ERP and billing systems, and identity and customer data platforms
• Excellent verbal and written communication skills, with the ability to explain technical decisions and trade-offs to business stakeholders
• Working knowledge of requirements elicitation, backlog management, and agile ceremonies sufficient to support functional workstreams
• Experience with source control, CI/CD pipelines, update set and application repository management, and the Automated Test Framework (ATF)
• Bachelor’s degree or equivalent combination of education and professional experience preferred

About Us

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact.

What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days.