ServiceNow Technical Consultant (CSM)-Contract

**NO THIRD PARTY VENDOR will be consider for this role!

ServiceNow Technical Consultant -CSM (Contract position 20-30 hours per week)**

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

What you’ll do:

• Dazzle clients! Participate in all technical aspects of delivering complex customer solutions on the ServiceNow 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.

What you bring:

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

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

• Experience supporting ongoing ServiceNow 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 ServiceNow 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 ServiceNow 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.

Extra Awesome:

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

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

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

Where You’ll Work
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 neatly into a 9–5.

What the Work Looks Like
Most of your day will be spent collaborating online, building smart solutions, and occasionally traveling (up to 10%) if a project needs you in person. Otherwise, it’s you, your laptop, and your favorite coffee mug.

Why Astrica?
At Astrica, we’re not just checking boxes—we’re reimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun.

Astrica is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.