ServiceNow Technical Consultant CSM

Windward Consulting

29d • 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 Technical Consultant responsible for designing, configuring, and developing ServiceNow solutions that meet business and technical requirements. This role combines strong technical expertise in the ServiceNow platform with consulting and implementation skills to deliver high-quality, scalable applications and modules. The ideal candidate has hands-on experience building, customizing, and integrating ServiceNow applications across multiple modules, and preferably is a ServiceNow Certified Application Developer (CAD).

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 3–5+ years of ServiceNow development or technical consulting experience
• Proven experience delivering at least one full-cycle ServiceNow implementation.
• Strong knowledge of JavaScript, Glide API, HTML/CSS, and ServiceNow platform architecture.
• Experience with Flow Designer, IntegrationHub, and Service Portal development.
• Hands-on experience with ServiceNow integrations and API-based data exchange.
• Familiarity with Agile delivery (Scrum or SAFe).
• Strong understanding of ITIL and enterprise service management practices.
• Excellent problem-solving and debugging skills.
• Strong communication and client-facing presentation abilities.
• Certified Implementation Specialist – CSM
• ServiceNow Certified System Administrator

Nice To Haves

• ITIL v3 or v4 Certification
• ServiceNow Certified Application Developer (CAD)
• Additional ServiceNow certifications in areas such as ITOM, SecOps, GRC, or ITSM

Responsibilities

• Design, develop, and implement ServiceNow solutions—including custom applications, workflows, forms, UI policies, business rules, and integrations—ensuring alignment with business and technical requirements.
• Deploy, configure and maintain ServiceNow modules such as CSM, ITSM, Now Assist, Catalog and custom scoped applications, following best practices for maintainability and performance.
• Collaborate with stakeholders and Business Analysts to translate business needs into technical specifications and lead technical workshops to review design, architecture, and configuration approaches.
• Support end-to-end project delivery including sprint planning, testing, deployment, troubleshooting, root cause analysis, and system optimization.
• Develop and support integrations with enterprise systems (e.g., Azure AD, HR, ERP, monitoring tools) using REST, SOAP, APIs, and IntegrationHub, ensuring secure data exchange.
• Provide technical leadership and ensure compliance by guiding junior developers or project teams, participating in code reviews, maintaining version control, ensuring security/privacy compliance, and contributing to technical documentation.
• Configure CSM Case Management, Escalations, Surveys, Reporting, Knowledge Management; Now Assist, Search, AI Search, Data Integration for Customer Data.
• Define Customer, Location and other foundational Data Model attributes
• Provide subject matter expertise and trusted advice for the CSM module throughout engagement, ensuring best practices are followed by customer and team.

Benefits

• 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
• work/life balance

What This Job Offers

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