Sr Technical Consultant - CSM

Job Description

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues, and communities around the world.

Accelerate your career and reimagine the possibilities with DXC!

We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. #DXCSMARTFirst

Roles And Responsibilities

Solution Design & Delivery

• Lead the design and implementation of ServiceNow Customer Service Management (CSM) solutions following industry and platform best practices.
• Configure and customize CSM applications, including Case Management, Agent Workspace, Playbooks, Knowledge Management, Portal, SLAs, Workflows, and Integrations.
• Develop technical solutions using Flow Designer, Business Rules, Script Includes, UI Policies, Client Scripts, and Service Portal.
  
  

Client Engagement

• Conduct workshops to gather and validate requirements, understand business processes, and translate them into functional and technical specifications.
• Provide expert guidance on ServiceNow capabilities and recommend enhancements to optimize service operations.
  
  

Technical Leadership

• Serve as the technical lead for CSM projects, ensuring solution quality, maintainability, and scalability.
• Review technical designs and provide mentorship to junior consultants and developers.
• Ensure alignment with ServiceNow’s architecture, security, and development standards.
  
  

Integration & Data

• Design and implement integrations between ServiceNow CSM and external systems (CRM, telephony, ERP, email, etc.) using IntegrationHub, REST/SOAP APIs, and other integration tools.
• Support data migration activities including mapping, transformation, and validation.
  
  

Quality & Governance

• Perform unit testing, support UAT, and ensure all delivered solutions meet acceptance criteria.
• Produce and maintain technical documentation, design specs, and operational guides.
  
  

Education And Experience Required

5+ years of hands-on ServiceNow development and configuration experience.

Strong expertise specifically in ServiceNow CSM (mandatory).

Proficiency with JavaScript, ServiceNow scripting, and configuration.

Experience with Agent Workspace, Case Management, Playbooks, Knowledge, Service Portal, and SLAs.

Solid understanding of integrations and REST/SOAP API frameworks.

ServiceNow certifications such as:

• Certified System Administrator (CSA)
• Certified Implementation Specialist – CSM (CIS-CSM) (strongly preferred)
• Additional certifications are a plus (CAD, ITSM, ITOM, Integration Hub, etc.).
• Strong communication and stakeholder management skills.
  
  

Other Qualifications/Skillsets

• Experience working in consulting or professional services environments.
• Exposure to ITIL frameworks and service management best practices.
• Experience with other ServiceNow products (ITSM, FSM, IRM, etc.) is an advantage.
• Ability to lead workshops, drive solution discussions, and manage client expectations.
  
  

What Awaits You In DXC

• Health Insurance (HMO) for you and dependents upon hiring
• Life Insurance coverage from day 1 of employment
• 15 - 20 Days’ Vacation and 15 Days Sick Leave
• Expanded maternity leave up to 120 days and Maternity Benefits
• Expanded paternity leave up to 30 days
• Non-Taxable Allowance (De-minimis)
• Company-sponsored trainings upskilling, and certification
• SMART First Working Arrangements
• Healthy and Encouraging Work Environment
• Recognition and Pay for Performance Culture
• Supplemental Pay (Standby/Shift)
• Retirement Program
• Employee Assistance Program
  
  

If you are motivated to deliver excellent results, want to grow your career and make a difference, come join us.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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