ServiceNow CSM (Customer Service Management) - Technical Consultant

At BETWEEN, we offer the opportunities you need to achieve your professional goals. If you want to develop your skills in IT and Engineering, this is your next destination!

We provide support across a wide range of areas such as Firmware, Software, BI, Design, Project Management, and many more. In addition, we develop tailor-made technological solutions through our BETWEEN Labs.

We are looking for a Technical Consultant specialized in ServiceNow Customer Service Management (CSM) to join an international team working on the design, implementation, and optimization of customer communication solutions within the ServiceNow platform. The role will focus on designing, developing, and optimizing customer service processes within the ServiceNow platform, including case management, workflow automation, integrations, and customer experience improvements.

• Design, configure, and maintain ServiceNow Customer Service Management (CSM) solutions to support customer service operations and business objectives.
• Gather and analyze business requirements, translating them into scalable and efficient technical solutions within the ServiceNow platform.
• Configure and customize case management processes, workflows, business rules, notifications, and automation capabilities.
• Develop and maintain integrations between ServiceNow and external applications using REST/SOAP APIs and other integration technologies.
• Collaborate closely with business stakeholders, product owners, and technical teams to deliver high-quality solutions.
• Troubleshoot, analyze, and resolve platform-related issues, ensuring optimal system performance and reliability.
• Participate in solution design sessions, technical reviews, testing activities, deployments, and post-production support.
• Ensure all developments follow ServiceNow best practices, governance policies, security standards, and quality guidelines.
• Contribute to the continuous improvement of customer service processes, identifying opportunities to enhance user and customer experience.
• Create and maintain technical documentation and work effectively within an Agile and international environment, using English on a daily basis.

• We offer a comprehensive benefits package to support both your professional and personal development. Some of them include:
• Private health insurance with Alan
• Training opportunities: Languages, Certifications, Bootcamps, and more
• A wide range of events: BETWEEN Night, Padel Tournament, and more
• Flexible compensation (meals, transport, childcare)
• Incentives for validating or referring talent

• Permanent contract
• Flexible working hours
• You will be part of an international team
• You will be provided with a laptop and the necessary peripherals to perform your work

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Equivalent experience will also be considered.
• 3+ years of experience working with ServiceNow platform development and configuration.
• Hands-on experience implementing or supporting Customer Service Management (CSM) solutions.
• Strong knowledge of JavaScript, ServiceNow scripting, workflows, and integrations.
• Experience with REST/SOAP APIs and integrations with external platforms.
• Understanding of ServiceNow architecture, development best practices, and ITSM processes.
• Advanced English level, both written and spoken.

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• Experience with document generation, communication templates, or customer engagement platforms.
• Experience with additional ServiceNow modules such as ITSM, FSM, HRSD, or ITOM.
• Experience working in Agile environments.
• Exposure to large-scale global implementations.
• Knowledge of CI/CD practices and automated testing within ServiceNow.
• Strong analytical and problem-solving skills.
• Ability to work effectively in fast-paced and evolving environments.