Inetum
digital services
SeniorTechnicalConsultant–ServiceNowCSM/CRM
Neural analysis suggests this role is
optimal for mid candidates.
“Senior Technical Consultant – ServiceNow CSM / CRM at Inetum. Skills: ServiceNow CSM / CRM, enterprise software implementation, technical consulting, solution engineering, CRM, customer service, case management, workflow-driven platforms, platform development, JavaScript, Glide APIs, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, forms, lists, notifications, data model design, REST/SOAP integrations, third-party system connectivity, customer service processes,”
What You'll Achieve.
improve customer service operations; automate case handling; connect front, middle, and back-office teams
Industry & Context.
solving complex business challenges; problem solving
What They're Looking For.
Must Have
5+ years of experience in enterprise software implementation, development, technical consulting, or solution engineering, experience in CRM, customer service, case management, or workflow-driven platforms, knowledge of platform development: JavaScript, Glide APIs, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, forms, lists, notifications, and data model design, Experience with REST/SOAP integrations and third-party system connectivity, Good understanding of customer service processes, case management, SLA management, entitlement models, customer portals, knowledge management, and service automation, Ability to run or support technical workshops and explain technical decisions to both technical and non-technical stakeholders, consulting mindset: ownership, structured communication, problem solving, and ability to challenge requirements constructively
Nice to Have
Previous experience with ServiceNow platform development or implementation, Experience with customer workflows, field service, sales, order management, or digital customer engagement platforms, Experience with Agile / Scrum delivery, Previous consulting or customer-facing delivery experience, Platform certifications in ServiceNow, Salesforce, or other enterprise ecosystems, Salesforce Service Cloud, Sales Cloud, Experience Cloud, Field Service, CPQ, or CRM integrations, Case management, account/contact models, entitlement processes, customer portals, knowledge, workflows, and automation, Apex, Lightning Web Components, Flow, REST APIs, or Salesforce integration patterns, Enterprise CRM implementation projects
What You'll Do.
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
Design and implement workflows using Flow Designer
solution walkthroughs
Review solution designs and code to ensure maintainability
and platform alignment
Support integrations between ServiceNow and external systems
and customer-facing platforms
Mentor mid-level and junior consultants and contribute to delivery standards
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
How You'll Work.
Team & Collaboration
work closely with architects, business consultants, project managers, and customer stakeholders; Mentor mid-level and junior consultants; contribute to delivery standards, accelerators, and reusable assets; Work with architects and functional consultants
Communication Scope
explain technical decisions to both technical and non-technical stakeholders; structured communication
Process & Methodology
project managers
Full Job Description
Inetum is a European leader in digital services. Every day, the Group's 28,000 consultants and specialists aim to make a digital impact for businesses, public sector bodies and society as a whole: solutions that contribute to performance, innovation and the common good. Present in 19 countries, close to the regions, and with its major software publisher partners, Inetum meets the challenges of digital transformation with proximity and flexibility. Inetum has forged strategic partnerships with 4 of the world's leading software publishers - Salesforce, ServiceNow, Microsoft and SAP - and is pursuing a dedicated acquisition strategy to become one of Europe's top 5 in these technologies, and offer the best expertise to its customers. 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, insta
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