Senior Technical Consultant – ServiceNow CSM / CRM at Inetum2

About the role We are looking for a Senior Technical Consultant to join our ServiceNow Customer Workflows team and help deliver modern customer service and CRM transformation programs.   This role is ideal for experienced CRM, customer service, or enterprise platform consultants who enjoy solving complex business challenges and designing scalable digital solutions. While experience with the ServiceNow platform is a strong advantage, it is not mandatory. We are equally interested in strong consultants coming from platforms such as Salesforce, Microsoft Dynamics, or other enterprise CRM ecosystems who want to grow into ServiceNow Customer Workflows.   You will work closely with architects, business consultants, project managers, and customer stakeholders to design and implement solutions that improve customer service operations, automate case handling, and connect front, middle, and back-office teams.   What you will do As a Senior Technical Consultant, you will: • Design and implement customer service and CRM solutions using the ServiceNow platform. • Translate customer requirements into scalable ServiceNow configurations and technical designs. • Configure and customize CSM capabilities such as cases, accounts, contacts, consumers, products, installed base, entitlements, SLAs, assignment rules, notifications, knowledge, and customer portals. • Design and implement workflows using Flow Designer, business rules, client scripts, UI policies, ACLs, integrations, and data models. • Support workshops, process analysis, solution walkthroughs, demos, testing, UAT, go-live, and hypercare. • Review solution designs and code to ensure maintainability, performance, and platform alignment. • Support integrations between ServiceNow and external systems, including CRM, ERP, contact center, billing, identity, and customer-facing platforms. • Mentor mid-level and junior consultants and contribute to delivery standards, accelerators, and reusable assets. • Work with architects and functional consultants to connect CSM with broader CRM capabilities such as Field Service Management, Sales and Order Management, or industry-specific workflows when relevant.