Job Title: Senior ServiceNow CSM/FSM Consultant (Remote / WFH)
Experience: 5+ Years
Location: Remote

Role Overview
We are looking for an experienced ServiceNow CSM/FSM Consultant with 5+ years of hands-on experience in ServiceNow implementations, configuration, and consulting.
The ideal candidate will have robust expertise in Customer Service Management (CSM) and Field Service Management (FSM), with the ability to understand business requirements, design scalable ServiceNow solutions, conduct workshops, configure applications, and work closely with technical and business stakeholders.
Key Responsibilities
- Lead and deliver ServiceNow CSM and FSM implementations and enhancements.
- Conduct requirement-gathering sessions, discovery workshops, and process discussions with business stakeholders.
- Translate business requirements into ServiceNow solutions, user stories, process flows, and functional specifications.
- Configure CSM components including:
- Customer and Consumer Service
- Case Management
- Account and Contact Management
- Case Assignment
- Knowledge Management




- Service Catalog
- Customer portals
- SLAs and workflows
- Omnichannel / interaction management
- Configure and support FSM capabilities, including:
- Work Orders
- Work Order Tasks
- Agent/Dispatcher Workspace
- Assignment and scheduling
- Skills and qualifications
- Territories
- Crews and resources
- Appointment scheduling
- Mobile workforce processes
- Design and configure workflows using Flow Designer / Workflow.
- Work with integrations using REST/SOAP APIs, IntegrationHub, JSON and XML.
- Collaborate with ServiceNow developers on scripting, business rules, client scripts, UI policies, and custom applications where required.
- Perform functional testing, support UAT, defect resolution, deployment, and post-production support.
- Prepare functional specifications, process documentation, configuration documents, and knowledge-transfer materials.
- Recommend ServiceNow best practices and identify

📌 ServiceNow CSM FSM Consultant (Bengaluru)
🏢 AvanteNow
📍 Bengaluru