ServiceNow Technical Consultant (CSM)-Contract

Astrica•Chicago, IL

2d•Remote

About The Position

Astrica is hiring a ServiceNow Technical Consultant focused on Customer Service Management (CSM) for a contract position requiring 20–30 hours per week. The consultant applies knowledge of system and software architecture to implement ServiceNow solutions, advise clients on best practices, and collaborate with team members to achieve project goals. They serve as technical subject matter experts for clients and colleagues, maintain current ServiceNow skills, and contribute to platform innovation. The role participates in technical delivery across complex customer solutions and multiple Agile engagements, using Astrica’s methodology and tools. It includes defining technical and design approaches, leading scrums, advising technical consulting resources, estimating effort, and communicating progress and forecast changes to the Engagement Manager. The position is remote-first, with occasional client-site work and travel of up to 10% when projects require it. Duties and responsibilities may change at any time.

Requirements

3–5 years of hands-on ServiceNow development experience, with a strong focus on Customer Service Management (CSM), including Case Management, Customer Service Portal, Knowledge Management, Agent Workspace, and Omnichannel Engagement.
Experience configuring and customizing ServiceNow CSM applications, including case routing, assignment rules, workflows, business rules, client scripts, UI policies, and service-level agreements (SLAs).
Experience with ServiceNow CSM implementations, upgrades, enhancements, or ongoing managed services support.
Working knowledge of JavaScript and the ServiceNow platform, including the ability to develop, troubleshoot, and maintain scripts, flows, and platform configurations in alignment with ServiceNow best practices.
Experience supporting Agile delivery, including sprint activities, backlog refinement, user story development, unit testing, defect management, deployments, and release support.
Experience supporting integrations, data imports, transform maps, REST/SOAP APIs, and troubleshooting data or application issues across ServiceNow environments.
Strong communication and problem-solving skills, with the ability to collaborate with cross-functional teams, document technical solutions, follow development standards, and support end users as needed.
Ability to translate business requirements and technical specifications into scalable ServiceNow CSM solutions and collaborate with developers, technical leads, and business stakeholders.

Nice To Haves

Experience with web technologies such as HTML, CSS, and AngularJS; Integration Hub; Flow Designer; scoped applications; and ServiceNow development tools.
CSA certification is listed as required or preferred; CAD and CIS-CSM certifications are considered a plus.
Experience with ITSM, ITOM, or other ServiceNow modules.
Exposure to performance optimization, automated testing, and deployment tools such as Update Sets or CI/CD pipelines.

Responsibilities

Participate in all technical aspects of delivering complex customer solutions on the ServiceNow platform and advise clients on best practices.
Contribute to multiple Agile engagements using Astrica’s methodology and tools to improve project efficiency and quality.
Define technical and design approaches, lead scrums, and advise technical consulting resources on development and configuration activities.
Estimate time and effort for technical resources and proactively communicate progress and forecast changes to the Engagement Manager.
Support ServiceNow operations, including production issue troubleshooting, defect resolution, enhancements, bug fixes, root cause analysis, and application maintenance.
Translate business requirements and technical specifications into scalable ServiceNow CSM solutions in collaboration with developers, technical leads, and business stakeholders.
Support Agile delivery activities, including sprints, backlog refinement, user story development, unit testing, defect management, deployments, and release support.
Support integrations, data imports, transform maps, REST/SOAP APIs, and troubleshooting data or application issues across ServiceNow environments.
Document technical solutions, follow development standards, collaborate with cross-functional teams, and support end users as needed.
Collaborate online and travel to client sites when needed, up to 10%.