ServiceNow CSM Technical Consultant - Remote

Overview

Windward Consulting is seeking a highly skilled and experienced ServiceNow CSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow applications across the organization. This role bridges business needs and technical solutions, gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients.

In Short

• Engage stakeholders to identify, document, and prioritize business requirements for ServiceNow implementations.
• Conduct workshops, interviews, and process mapping sessions.
• Collaborate with ServiceNow developers and architects to translate requirements into platform configurations.
• Support data model, integration, and UI/UX design discussions.
• Ensure delivered solutions meet defined requirements and quality standards.
• Serve as the liaison between business units, IT, and the ServiceNow delivery team.
• Identify and document Support Intake Channels and advise on areas for improved customer service.
• Provide subject matter expertise and trusted advice for the CSM module.
• 3-5+ years of business analysis experience, with at least 2 years focused on ServiceNow implementations.
• Strong analytical and problem-solving skills with attention to detail.

Requirements

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• Demonstrated experience in facilitating requirements gathering via workshops and system/content review.
• Familiarity with ServiceNow data structures, tables, and workflows.
• Excellent communication, facilitation, and stakeholder management skills.
• Understanding of integration points with other enterprise systems.
• Experience with ITIL processes and frameworks.
• Certified Implementation Specialist – CSM.
• ServiceNow Certified System Administrator.

Benefits

• Medical, Dental, Vision, and Flexible Spending Accounts.
• Short Term and Long Term Disability, Life Insurance.
• Paid Time Off, Personal Leave, Holidays.
• 401(k) plan with company match.
• Work/life balance.