TRCI-26-04198

ServiceNow CSM Pro Design Authority / Techno-Functional Analyst (CRM Replacement)

Contract role in Paris (occasional remote) supporting a major CRM replacement from PEGA to ServiceNow CSM Pro, covering CRM, FAQ/Chatbot and Marketing for ~13,000 users. The profile sits upstream in the design office: elicit and formalize business needs with Product Owners, run design workshops, and write end-to-end, step-by-step design user stories that are technically actionable for developers. This is not purely functional—strong hands-on ServiceNow CSM Pro architecture knowledge plus configuration/development capability is required to challenge requirements, configure customer processes (journeys, routing, flows), and support backlog prioritization, Agile ceremonies, and knowledge transfer to an internal competence center.

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Position summary

Location: France
Workplace: On-site
Employment: Contract
Experience: Minimum 5 years and Maximum 10 years

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Role overview

Why This Role Matters.

Your Impact

Deliver Enterprise Value

Help organisations solve complex business problems through modern technology, consulting expertise and measurable outcomes.

Collaboration

Work Across Teams

Collaborate with consultants, architects, engineers and client stakeholders throughout the project lifecycle.

Growth

Learn Continuously

Gain exposure to enterprise technologies, certifications, mentoring and real-world project experience.

Career Path

Grow With Ubique

Build a long-term consulting career with opportunities to take on greater responsibility and leadership over time.

Responsibilities

What You'll Be Doing.

Every role at Ubique contributes directly to solving meaningful business challenges for our clients.

As part of the replacement of its current CRM solution (PEGA) by CSM Pro (ServiceNow), with a specific development predominant. The project covers the CRM, FAQ/Chatbot and Marketing perimeters, with a pilot planned for Q4 2026 and a widespread deployment in mid-2027 for around 13,000 users.

Collection, analysis and formalization of business needs with Product Owners and business teams

Prepare, organize, and participate in design workshops on processes, platform foundations, and interfaces

Write design User Stories (design office level) describing step by step how the need should be implemented in CSM Pro, so that developers have a clear and actionable operating procedure

Participate in the configuration of the different types of customer solicitations, which constitute the business processes to be configured in the CRM

Configure the CRM (customer journey, customer files, distribution, routing, incoming/outgoing flows) in accordance with the native solution and the platform's standard

Train and transfer skills with a view to the autonomy of the future internal Competence Center

ServiceNow CSM Pro Development / Configuration

Mastery of the definition, design and implementation of business processes in a CRM solution (CSM Pro, FAQ/Chatbot, Marketing)

Production of detailed design in the design office

Technology stack

Tools & Technologies.

The platforms and technologies you'll use to build modern, enterprise-grade solutions.

ServiceNow

Required

CSM Pro

Required

ServiceNow CSM

Required

CRM

Required

PEGA

Required

FAQ

Required

Chatbot

Required

Knowledge base

Required

Marketing

Required

Agile

Required

Backlog

Required

User Stories

Required

Workshops

Required

Process design

Required

Routing

Required

Customer journey

Required

Configuration

Required

Development

Required

Requirements

Skills & Experience.

We value curiosity, collaboration and continuous learning. If you don't meet every requirement but believe you can make an impact, we'd still love to hear from you.

Essential

Required Qualifications

ServiceNow CSM Pro functional analysis (expert)

ServiceNow CSM Pro development/configuration (expert)

CSM Pro architecture and best practices (confirmed)

Ability to translate business needs into detailed, step-by-step design user stories for developers

Requirements elicitation, analysis, and formalization with Product Owners and business teams

Design workshop preparation/facilitation on processes, platform foundations, and interfaces

CRM business process definition/design/implementation (customer journey, customer files, distribution, routing, inbound/outbound flows)

Agile backlog definition/prioritization and participation in ceremonies

Configuration of customer solicitations/case types as business processes in CRM

Strong writing and interpersonal communication skills

Training and knowledge transfer to enable autonomy of an internal competence center

Preferred

Nice to Have

Experience migrating/replacing a CRM platform (e.g., PEGA to ServiceNow)

FAQ/Chatbot configuration based on knowledge repositories

Marketing solution configuration within the CRM program

Experience working on large-scale deployments (thousands of users)

Experience with pilot-to-rollout delivery planning (pilot then widespread deployment)

What you'll gain

More Than Just A Job.

We're committed to helping every team member grow professionally, personally and technically while working on meaningful projects.

Global Exposure

Collaborate with international clients and multicultural teams on enterprise programmes.

Continuous Learning

Expand your expertise through mentoring, certifications and hands-on project experience.

Career Growth

Take ownership, develop leadership skills and grow your consulting career over time.

Flexible Working

Hybrid and remote collaboration designed around trust and delivering exceptional outcomes.

People First

Join a supportive culture where collaboration, respect and long-term relationships come first.

Enterprise Projects

Work on meaningful technology initiatives for leading organisations across industries.

Apply

Apply for ServiceNow CSM Pro Design Authority / Techno-Functional Analyst (CRM Replacement)

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