ServiceNow CSM Solution Consultant – Bilingual (English/French)

About the role

We are looking for a bilingual (English/French) ServiceNow CSM Solution Consultant to lead the design, configuration and optimisation of ServiceNow solutions for our telecom services. You will act as the bridge between business stakeholders and technical teams, ensuring that the platform meets both operational and strategic needs.

Key responsibilities

• Gather and analyse business requirements, translating them into functional specifications.
• Configure and customise ServiceNow, focusing on the CSM module and related ITSM processes (incident, change, service request).
• Co‑manage the product backlog with the Product Owner, breaking epics into detailed user stories.
• Collaborate with the System Architect to design solutions aligned with organisational goals.
• Communicate project status, risks and updates to stakeholders and present technical concepts in plain language.
• Create and maintain comprehensive documentation, including process flows and use cases.
• Participate in system testing, UAT and validation to ensure high‑quality delivery.
• Identify process improvement opportunities and support bug‑fixing activities.

Required profile

• Strong experience with ServiceNow, especially the CSM module.
• Solid understanding of telecom business processes and ITSM practices.
• Bilingual proficiency in English and French.
• Proven ability to work with cross‑functional teams and manage stakeholder expectations.

Required skills

• ServiceNow configuration and customisation
• ServiceNow CSM module
• ITSM (incident, change, service request management)
• Functional specification writing
• Backlog management and user story creation
• System testing and user acceptance testing