ServiceNow Technical Consultant; CSM

Astrica Service Now Technical Consultants bring their understanding of system and software architecture to implement solutions on the Service Now platform for our customers. They lead and prescribe clients to best practice and collaborate with team members to achieve project goals. Their Service Now skills are kept on the bleeding-edge, they innovate IP on the platform, and serve as technical subject matter experts to clients and teammates.

• Dazzle clients!
  
  Participate in all technical aspects of delivering complex customer solutions on the Service Now platform, advising clients on best practice to create lasting value and enhanced experiences.

• Build Stuff!
  
  Contribute on multiple Agile engagements, utilizing the Astrica methodology and tools to enhance project efficiency and quality.

• Influence!
  
  Define technical and design approaches, lead scrums, and advise technical consulting resources on development and configuration activities.

• Drive quality!
  
  Estimate time and effort for technical resources and proactively communicate progress and forecast changes to the Engagement Manager.

• 3–5 years of hands-on Service Now 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 Service Now CSM applications, including case routing, assignment rules, workflows, business rules, client scripts, UI policies, and service-level agreements (SLAs).

• Experience with Service Now Customer Service Management (CSM) implementations, upgrades, enhancements, or ongoing managed services support.

• Working knowledge of JavaScript and the Service Now platform, with the ability to develop, troubleshoot, and maintain scripts, flows, and platform configurations in alignment with Service Now best practices.

• Experience supporting ongoing Service Now operations, including production issue troubleshooting, defect resolution, enhancements, bug fixes, root cause analysis, and application maintenance.

• Ability to translate business requirements and technical specifications into scalable Service Now CSM solutions, collaborating with senior developers, technical leads, and business stakeholders to deliver effective outcomes.

• 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 Service Now environments.

• Strong communication and problem-solving skills, with the ability to collaborate with cross-functional teams, document technical solutions, follow established development standards, and support end users as needed.

• Experience with web technologies (HTML, CSS, AngularJS), Integration Hub, Flow Designer, scoped applications, and Service Now development tools.

• CSA certification required or preferred, with CAD and CIS-CSM certifications considered a plus.

• Experience with ITSM, ITOM, or other Service Now modules, along with exposure to performance optimization, automated testing, and deployment tools such as Update Sets or CI/CD pipelines.

We’re a remote-first team, which means you can do your best work from wherever you’re happiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility is built in, because we know life doesn’t fit…