ServiceNow CSM/FSM Solutions Designer

We are looking for an experienced ServiceNow CSM/FSM Solutions Designer with expertise in Customer Service Management (CSM) and Field Service Management (FSM). The candidate will be responsible for designing scalable ServiceNow solutions to improve customer service operations, field service workflows, automation, and operational efficiency.

Key Responsibilities

• Design and implement ServiceNow Customer Service Management (CSM) and Field Service Management (FSM) solutions.
• Develop end-to-end solution designs, including case management, work order management, and field service workflows.
• Configure and optimize customer service processes, assignment rules, escalation workflows, and SLAs.
• Design field service scheduling, dispatching, task assignment, and technician workflows.
• Work with business stakeholders to gather requirements and translate them into technical and functional solution designs.
• Integrate ServiceNow CSM/FSM with CRM, ERP, ITSM, and other enterprise platforms.
• Develop workflows and automation using ServiceNow Flow Designer and IntegrationHub.
• Provide solution documentation, implementation guidance, and technical support.
• Ensure ServiceNow solutions follow platform best practices and enterprise architecture standards.

Required Skills and Qualifications

• Strong hands-on experience with ServiceNow CSM and FSM modules.
• Experience designing and implementing customer service and field service management solutions.
• Strong knowledge of case management, work order management, dispatching, scheduling, and service workflows.
• Experience with ServiceNow configuration, scripting, and workflow automation.
• Understanding of ServiceNow platform architecture, integrations, REST APIs, and data models.
• Experience with ServiceNow Flow Designer, IntegrationHub, and business rules.
• Strong analytical, problem-solving, and stakeholder communication skills.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) in CSM or FSM.
• Experience with enterprise ServiceNow implementations.
• Knowledge of ITSM, CMDB, Customer Service Portals, and ServiceNow Workspace.
• Experience designing customer-facing and field service automation solutions.