ServiceNow CSM Technical Consultant

Windward Consulting

27d • Remote

About The Position

Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects. Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 4.7 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career. Windward is seeking a highly skilled and experienced ServiceNow CSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow applications across the organization. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a unique blend of technical expertise, strategic thinking, and exceptional customer-facing skills.

Requirements

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• 3–5+ years of business analysis experience, with at least 2 years focused on ServiceNow implementations.
• Demonstrated experience in facilitating requirements gathering via workshops and system/content review, designing processees, and creating user story in an Agile environment.
• Familiarity with ServiceNow data structures, tables, and workflows
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.
• Understanding of integration points with other enterprise systems (e.g., HR, ERP, monitoring tools).
• Experience with ITIL processes and frameworks.
• Certified Implementation Specialist – CSM
• ServiceNow Certified System Administrator

Nice To Haves

• ITIL v3 or v4 Certification
• Additional ServiceNow certifications in areas such as Service Portal & ITSM

Responsibilities

• Engage stakeholders to identify, document, and prioritize business requirements for ServiceNow implementations, translating needs into actionable user stories and acceptance criteria.
• Conduct workshops, interviews, and process mapping sessions to capture current and future workflows, supporting process design and documentation.
• Collaborate with ServiceNow developers, architects, and platform owners to translate requirements into platform configurations, workflows, and automation, ensuring alignment with best practices and platform capabilities.
• Support data model, integration, and UI/UX design discussions, and participate in Agile or hybrid delivery activities such as sprint planning, backlog grooming, and user acceptance testing cycles.
• Ensure delivered solutions meet defined requirements and quality standards, coordinate user acceptance testing, and resolve issues as needed.
• Serve as the liaison between business units, IT, and the ServiceNow delivery team, providing project updates, status reports, and training sessions as needed.
• Identify and document Support Intake Channels, Document process lifecycle, advise on areas for improved customer service, define to-be state process, create stories to support delivery of the to be process.
• Provide subject matter expertise and trusted advice for the CSM module throughout engagement, ensuring best practices are followed by customer and team.

Benefits

• We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance, and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match, and work/life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees