ServiceNow Consultant - CSM/CRM

Tata Consultancy Services (TCS) is seeking a ServiceNow Consultant - CSM/CRM to join their team in São Paulo, Brazil. This role involves designing, implementing, and optimizing ServiceNow CSM solutions to enhance customer service processes and deliver scalable platform capabilities. Join a leading technology services company and contribute to digital transformation.

TCS is a global technology partner known for its innovation and customer service, aiming to be the world's largest AI-led technology services company. With a presence in 56 countries, TCS fosters long-term partnerships and invests in employee growth and community empowerment.

If you have strong ServiceNow CSM expertise and are looking for a challenging role with global opportunities, apply now to become part of TCS's dynamic team.

Company Overview

Tata Consultancy Services (TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence, and customer service. It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence. Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long-term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Quick Details

• Salary Range: Not Specified
• Job Type: Full-time
• Experience: Senior Level (6+ Years)
• Qualifications: Certified System Administrator (CSA), Certified Implementation Specialist - CSM (CIS-CSM)

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.

Requirements

• 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
• Certified System Administrator (CSA)
• Certified Implementation Specialist - CSM (CIS-CSM)
• Advanced/Fluent English (C1/C2)

Benefits

• Health, dental, and life insurance
• Meal and transportation vouchers
• Childcare assistance
• Gym pass
• 24/7 support through TCS Cares (psychological, legal, social, and financial assistance)
• Access to cultural, wellness, and recreational programs through the TCS-SESC partnership
• Global career opportunities
• Access to the latest technologies
• World-class learning platforms
• Professional certifications
• Mentorship programs