ServiceNow Consultant

TCS is seeking a ServiceNow Consultant - CSM/CRM - to design, implement, and optimize ServiceNow Customer Service Management (CSM) solutions, collaborate with stakeholders to gather requirements, improve customer service processes, and deliver scalable ServiceNow platform capabilities.

Mandatory Skills

• 5+ Years of ServiceNow Experience
• ServiceNow CSM (Customer Service Management)
• Service Catalog
• Knowledge Management
• Case Management
• Flow Designer
• Workspace Configuration
• Service Portal
• Employee Center
• Customer Journey Mapping
• Process Design
• Requirements Gathering

Certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist - CSM (CIS-CSM)

Preferred Skills

• FSM (Field Service Management)
• ITSM
• Integration Hub
• Performance Analytics
• ServiceNow AI / Now Assist
• Customer Communities
• App Engine

Location: Brazil

Work Model: Remote/Hybrid

Experience

• Senior Level (6+ Years)

English Requirement

• Advanced/Fluent (C1/C2)

Key Responsibilities

• Design and implement ServiceNow CSM/CRM solutions.
• Gather and analyze business requirements.
• Configure and customize ServiceNow CSM modules.
• Build and maintain Service Catalog, Knowledge Management, and Case Management processes.
• Develop workflows using Flow Designer.
• Configure Agent Workspace and Service Portal/Employee Center.
• Support customer journey mapping and process optimization initiatives.
• Collaborate with business stakeholders and technical teams.
• Ensure scalable, efficient, and user-friendly ServiceNow solutions.
• Provide best practices and guidance for ServiceNow platform adoption.

Target Profile

Candidates with strong ServiceNow CSM expertise, hands-on experience in Case Management, Knowledge Management, Service Catalog, Flow Designer, and Workspace Configuration. CSA and CIS-CSM certifications are mandatory. Experience with FSM, ITSM, Integration Hub, Performance Analytics, and ServiceNow AI/Now Assist is highly preferred.

Well-being & Benefits

Health, dental, and life insurance, meal and transportation vouchers, childcare assistance, Gym pass, and 24/7 support through TCS Cares, including psychological, legal, social, and financial assistance. Access to cultural, wellness, and recreational programs through the TCS-SESC partnership.

Learning & Career Development

Global career opportunities through access to the latest technologies, world-class learning platforms, professional certifications, and mentorship programs designed to accelerate growth and future-ready skills.

Tata Consultancy Services is an equal opportunity employer. Our commitment to diversity and inclusion drives us to provide equal opportunities to all candidates who meet our required knowledge and competency needs, regardless of socio-economic background, race, colour, national origin, religion, sex, gender identity, age, marital status, disability, sexual orientation, or any other characteristic.

RGS ID: 11016992