ServiceNow CSM Technical Consultant

Customer Service Remote USA, United States Remote, United States

Apply

Description

Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects.  
Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 4.7 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career. 
Windward is seeking a highly skilled and experienced ServiceNow CSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow applications across the organization. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a unique blend of technical expertise, strategic thinking, and exceptional customer-facing skills. 
 
Key Responsibilities 
  • Engage stakeholders to identify, document, and prioritize business requirements for ServiceNow implementations, translating needs into actionable user stories and acceptance criteria.  
  • Conduct workshops, interviews, and process mapping sessions to capture current and future workflows, supporting process design and documentation.  
  • Collaborate with ServiceNow developers, architects, and platform owners to translate requirements into platform configurations, workflows, and automation, ensuring alignment with best practices and platform capabilities.  
  • Support data model, integration, and UI/UX design discussions, and participate in Agile or hybrid delivery activities such as sprint planning, backlog grooming, and user acceptance testing cycles. 
  • Ensure delivered solutions meet defined requirements and quality standards, coordinate user acceptance testing, and resolve issues as needed.  
  • Serve as the liaison between business units, IT, and the ServiceNow delivery team, providing project updates, status reports, and training sessions as needed. 
  • Identify and document Support Intake Channels, Document process lifecycle, advise on areas for improved customer service, define to-be state process, create stories to support delivery of the to be process.
  • Provide subject matter expertise and trusted advice for the CSM module throughout engagement, ensuring best practices are followed by customer and team.
Required Qualifications 
  • Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field. 
  • 3–5+ years of business analysis experience, with at least 2 years focused on ServiceNow implementations. 
  • Demonstrated experience in facilitating requirements gathering via workshops and system/content review, designing processees, and creating user story in an Agile environment. 
  • Familiarity with ServiceNow data structures, tables, and workflows 
  • Strong analytical and problem-solving skills with attention to detail. 
  • Excellent communication, facilitation, and stakeholder management skills. 
  • Understanding of integration points with other enterprise systems (e.g., HR, ERP, monitoring tools). 
  • Experience with ITIL processes and frameworks. 
  • Certified Implementation Specialist – CSM
  • ServiceNow Certified System Administrator 
Preferred Qualifications 
  • ITIL v3 or v4 Certification 
  • Additional ServiceNow certifications in areas such as Service Portal & ITSM  
Location  
  • Remote 
Windward strives to attract and retain the best individuals and to provide an environment where they can all grow professionally and build rewarding careers. We continually strive to create an environment that balances work-life and offers benefits that enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance, and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match, and work/life balance.  
Windward Consulting is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status. 

WINDWARD CONSULTING GROUP, INC. (WINDWARD) PROVIDES EQUAL EMPLOYMENT OPPORTUNITY WITHOUT REGARD TO AN APPLICANT’S COLOR, RACE, SEX, PREGNANCY, NATIONAL ORIGIN, AGE, DISABILITY, RELIGION, MARITAL STATUS, GENETIC INFORMATION, VETERAN STATUS, OR ANY OTHER CHARACTERISTICS PROTECTED BY FEDERAL, STATE OR LOCAL LAW. WE WILL CONSIDER THIS APPLICATION ACTIVE FOR 90 DAYS AFTER OUR RECEIPT. THEREAFTER, YOU MUST REAPPLY IF FURTHER INTERESTED IN EMPLOYMENT. I CERTIFY THAT ALL ANSWERS GIVEN BY ME ARE TRUE, ACCURATE AND COMPLETE, I UNDERSTAND THAT THE FALSIFICATION, MISREPRESENTATION OR OMISSION OF ANY FACT ON THIS APPLICATION (OR ANY OTHER ACCOMPANYING OR REQUIRED DOCUMENTS) OR PROVIDED ORALLY, WILL BE CAUSE FOR DENIAL OF EMPLOYMENT OR IMMEDIATE TERMINATION OF EMPLOYMENT, REGARDLESS OF WHEN OR HOW DISCOVERED. The application will be given every consideration, but its receipt does not imply that the applicant will be employed. In exchange for the Company’s considering my application for employment, I authorize investigation of all statements contained in this application and any supporting documents. I authorize Windward to secure information about my experience from former employers, educational institutions, government agencies, or any references I have provided, and for those parties to provide information concerning my experience, and I hereby release all parties from any liability arising from such investigation. In exchange for the Company’s considering my application for employment, I hereby authorize my former employer to release to Windward any personnel information and records, favorable or otherwise, which my employer has kept regarding my employment, including my work performance. I understand that Windward may retain photocopies of my records for its files, whether I am offered employment or not. I hereby release all parties, including my former employer and Windward from any liability arising from the release, review and retention of any records pertaining to me.

Apply Apply Later
← Back to Current Openings

Share