CSM PRO ServiceNow Functional Expert -OP

# CSM PRO Service

Now Functional Expert -OP* Home* CSM PRO Service

Now Functional ExpertO

• P
• July 21, 2026
• 0 Comments
• By Roberte Okoya

Context: The project involves replacing the current CRM solution (PEGA) with the CSM PRO software solution (SERVICENOW), while prioritizing the use of the chosen solution's standard functionalities through configuration mechanisms, with a focus on simplicity, maintainability, and scalability. The Project Manager, who integrates the CRM, FAQ, Chatbot, and Marketing solutions within their ecosystem, wishes to engage a CSM Pro expert to ensure the project delivers results within the given timeframe.

MISSIONS During the build phase (which will be done jointly with the publisher): – Prepare, organize, and participate in design workshops on processes, platform foundations, and interfaces – Co-write and validate User Stories (deliverables from the design workshops) – Define and prioritize the product backlog – Manage Agile cycles – Participate in the configuration of the different types of customer requests that constitute the business processes to be configured in the CRM. – Configure the CRM (customer journeys, customer records, distribution, routing, inbound/outbound flows) while respecting the native solution and the solution's standard – Configure FAQs/Chatbots from knowledge repositories to be built – Configure the Marketing solution – Train and transfer skills on functional configuration to enable the Competency Center to become autonomous – Participate in the project's Agile ceremonies

Expected deliverables: "EPICs, User Stories, Test Plan , VABF Report" according to the deadlines agreed upon with the project manager and/or the functional and technical project leads.

Technical and technological environment – CSM PRO (Service

Now CRM solution)

Profile & skills This profile must be an expert in the solution with a minimum of 5 to 7 years of experience (ideally with the current "Zurich" version or a recent previous version released within 2 to 3 years). Have at least one experience integrating CSM PRO Service

Now in a similar organization with a large number of users (at least 7,000), ideally in the insurance and/or supplementary mutual sectors.

Required Skills: Technical knowledge of the CSM PRO Zurich version solution (and FAQ/Chabot/Marketing) to ensure the overall integrity of the platform; Knowledge of the architecture of the CSM PRO Zurich version solution (and FAQ/Chabot/Marketing) to ensure the right choices are made based on needs, using the platform's standard capabilities; Mastery of CSM PRO platform best practices to use all of the platform's standard capabilities; Technical knowledge of integrating the CSM PRO platform with an external IT ecosystem; Experience with Agile methodologies: Scrum, Kanban; Other technical skills (Java

Script, etc. - please specify); Knowledge of CRM solution design (FAQ/Chabot/Marketing) to ensure the right choices are made based on needs, using the platform's standard capabilities; Functional knowledge of the solution; Mastery of defining, designing, and implementing business processes in the CRM solution (FAQ/Chabot/Marketing); Knowledge of Customer Relationship Management business processes; Strong writing skills (in French language): technical documentation, specifications, communication and reporting. Interpersonal, written and oral skills (listening and dialogue skills, meeting facilitation, negotiation). Customer service and customer focus. Persuasive skills.

Required Experience: Proven experience in deploying a CSM PRO Zurich version solution (FAQ/CHABOT/MARKETING) of a similar size/activity to the requested AA within the last 3 years. Proven experience with Service

Now solutions (ITSM, Calendar, AI, etc.). Experience in project management/CRM project launch. Experience with user acceptance testing on projects similar to the AA's. Experience with agile methodologies.

Application: CV + cover letter + copies of diplomas to be sent to

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