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 id

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