Senior ServiceNow CSM/CRM Architect

Fyerx; Poland; Remote; PLN 180,000 - 260,000; 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. The ideal candidate will translate complex customer service requirements into scalable ServiceNow solutions, design core workflows, and integrate key enterprise applications.

The role emphasizes hands-on configuration of Case Management, Accounts, Contacts, Users, and Assignment Rules, along with building integrations and dashboards to drive KPIs.

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

ServiceNow CSM

CRM

Flow Designer

IntegrationHub

REST APIs

SOAP APIs

Third-party integrations

Data model

ACLs

Security

Job description

Fyerx 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 emphasizes hands-on configuration of Case Management, Accounts, Contacts, Users, and Assignment Rules, along with building integrations and dashboards to drive KPIs.