Senior ServiceNow Functional Consultant (Implementer) who has rolled out CSM in a live production environment, preferably in a customer-facing call centre

S.i. Systems municipal client is looking for a Senior ServiceNow Functional Consultant (Implementer) who has rolled out CSM in a live production environment, preferably in a customer-facing call centre context

6 month contract to start, possibility of extension/ conversion to permanent employee. BC candidates only.

Must Haves:

• 3-5+ years in ServiceNow, 2+ years in CSM module (Customer Service Management)
• Deep CSM module expertise: Case types, SLAs, entitlements, contact/account hierarchy
• Advanced Work Assignment (AWA): setting up queues, skills, routing, and capacity
• Agent Workspace configuration with Playbooks and UI actions
• OpenFrame & CTI integration experience or ServiceNow Voice familiarity
• Process design skills: translating business processes into workflows and record lifecycles
• Comfortable with minor scripting/customization if needed (business rules, flows)