Job Title: ServiceNow CSM Solution Consultant / Architect Work Mode: Remote | W2

Job Description

We are looking for an experienced ServiceNow CSM Solution Consultant / Architect with strong hands-on ServiceNow CSM expertise and experience in client-facing consulting, pre-sales, and solution architecture. The ideal candidate should be able to understand customer business requirements, design ServiceNow CSM solutions, deliver customized demos, and support sales opportunities from discovery through proposal and closure.

Key Responsibilities

Lead customer discovery sessions and understand business requirements, customer service processes, and pain points. Design end-to-end ServiceNow CSM solutions, including case management, customer portals, knowledge management, agent workspace, and omnichannel capabilities. Lead client-facing solution workshops and present ServiceNow CSM solutions to business and technical stakeholders. Conduct tailored ServiceNow demos and proof-of-concepts based on customer requirements. Support pre-sales activities, including proposals, SOWs, RFP/RFI responses, effort estimates, and solution presentations. Work closely with sales teams to identify opportunities, explain solution value, and support deal closure. Design integrations using APIs, IntegrationHub, and third-party systems. Identify opportunities to leverage AI, GenAI, Virtual Agent, and Now Assist for customer service automation. Collaborate with delivery teams to validate solution feasibility and support the transition from pre-sales to implementation. Present solution approaches and business value to senior stakeholders and customer executives. Required Qualifications 8+ years of hands-on ServiceNow experience. Strong experience with ServiceNow Customer Service Management (CSM) and solution architecture. Proven experience in client-facing consulting and pre-sales activities. Experience with ServiceNow demonstrations, solution workshops, and proof-of-concepts. Strong knowledge of Case Management, Customer Portals, Knowledge Management, Agent Workspace, and Omnichannel. Experience with integrations, APIs, IntegrationHub, and third-party systems. Understanding of ServiceNow architecture, security, roles, ACLs, and data models. Excellent communication, presentation, and stakeholder management skills. Experience with ServiceNow AI capabilities or Now Assist is highly desirable.

Preferred Qualifications

ServiceNow CSA certification. CIS-CSM certification. Experience preparing proposals, SOWs, estimates, and implementation roadmaps. Experience with executive presentations and enterprise digital transformation initiatives.