ServiceNow Technical Consultant CSM

Windward Consulting is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world.

If you are looking for an opportunity to be involved with a team of individuals who are working for one of our cutting-edge clients solving complex technical challenges, then we are looking for you. We are looking for people who are passionate about technology and have a "roll up their sleeves mentality." Here at Windward we offer numerous opportunities to expand your experience in various areas depending upon your aptitude and interests. Our employees are not only passionate and driven but strive to ensure customer quality is delivered consistently and effectively.

Windward is seeking a highly skilled and experienced ServiceNow Technical Consultant responsible for designing, configuring, and developing ServiceNow solutions that meet business and technical requirements. This role combines strong technical expertise in the ServiceNow platform with consulting and implementation skills to deliver high-quality, scalable applications and modules.

The ideal candidate has hands-on experience building, customizing, and integrating ServiceNow applications across multiple modules, and preferably is a ServiceNow Certified Application Developer (CAD).

Key Responsibilities

• Design, develop, and implement ServiceNow solutions—including custom applications, workflows, forms, UI policies, business rules, and integrations—ensuring alignment with business and technical requirements.
• Deploy, configure and maintain ServiceNow modules such as CSM, ITSM, Now Assist, Catalog and custom scoped applications, following best practices for maintainability and performance.
• Collaborate with stakeholders and Business Analysts to translate business needs into technical specifications and lead technical workshops to review design, architecture, and configuration approaches.
• Support end-to-end project delivery including sprint planning, testing, deployment, troubleshooting, root cause analysis, and system optimization.
• Develop and support integrations with enterprise systems (e.g., Azure AD, HR, ERP, monitoring tools) using REST, SOAP, APIs, and IntegrationHub, ensuring secure data exchange.
• Provide technical leadership and ensure compliance by guiding junior developers or project teams, participating in code reviews, maintaining version control, ensuring security/privacy compliance, and contributing to technical documentation.
• Configure CSM Case Management, Escalations, Surveys, Reporting, Knowledge Management; Now Assist, Search, AI Search, Data Integration for Customer Data.
• Define Customer, Location and other foundational Data Model attributes
• Provide subject matter expertise and trusted advice for the CSM module throughout engagement, ensuring best practices are followed by customer and team.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 3–5+ years of ServiceNow development or technical consulting experience
• Proven experience delivering at least one full-cycle ServiceNow implementation.
• Strong knowledge of JavaScript, Glide API, HTML/CSS, and ServiceNow platform architecture.
• Experience with Flow Designer, IntegrationHub, and Service Portal development.
• Hands-on experience with ServiceNow integrations and API-based data exchange.
• Familiarity with Agile delivery (Scrum or SAFe).
• Strong understanding of ITIL and enterprise service management practices.
• Excellent problem-solving and debugging skills.
• Strong communication and client-facing presentation abilities.

Required Certifications

• Certified Implementation Specialist – CSM
• ServiceNow Certified System Administrator

Preferred Qualifications

• ITIL v3 or v4 Certification
• ServiceNow Certified Application Developer (CAD)
• Additional ServiceNow certifications in areas such as ITOM, SecOps, GRC, or ITSM

Location

• Remote

Windward strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.

Windward IT Solutions is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.