Senior Technical Consultant- Customer Service Management (CSM), CSM Portal & ITSM

Job Location: Pune, Bangalore, Noida, Chennai

Location Flexibility: Multiple Locations in Country

Req Id: 9586

Posting Start Date: 7/14/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Role- Senior Technical Consultant

Shifts- UK Shift-2 PM to 11 PM

Skills:-ServiceNow Consultant – Customer Service Management (CSM), CSM Portal & ITSM.

Exp- 5 to 7 years of overall ServiceNow implementation experience.

Job Summary

We are seeking an experienced ServiceNow Consultant with strong expertise in Customer Service Management (CSM), CSM Portal development, and IT Service Management (ITSM). The ideal candidate will be responsible for designing, configuring, customizing, and implementing ServiceNow solutions that improve customer experience and streamline service operations.

Key Responsibilities

ServiceNow CSM

• Design and implement ServiceNow CSM solutions based on business requirements.
• Configure Customer Service Management modules including:
• Case Management
• Account and Contact Management
• Consumer Service Management
• Entitlements and Contracts
• Service Operations Workspace
• Knowledge Management
• Configure and optimize Agent Workspace and Customer Service Workspace.
• Implement case routing, assignment rules, SLAs, and escalation processes.
  

CSM Portal / Service Portal

• Develop and customize CSM Portal and Service Portal components.
• Create custom widgets, pages, themes, and reusable portal components.
• Integrate portal functionality with backend ServiceNow applications.
• Enhance customer self-service capabilities through:
• Knowledge Base
• Virtual Agent
• Catalog Requests
• Case Creation and Tracking
• Ensure responsive and user-friendly portal experiences.
  

ITSM

• Configure and support ITSM processes including:
• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Catalog
• Knowledge Management
• Implement workflow automation using Flow Designer and IntegrationHub.
• Design SLA and Operational Level Agreement (OLA) configurations.
• Support CMDB and service mapping initiatives.
  

Relocation Supported: Yes

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.