Expert Technique ServiceNow CSM Pro / UI Builder – H/F

📍 Job Overview

Job Title: Expert Technique ServiceNow CSM Pro / UI Builder – H/F

Company: Tilencia

Location: Paris, Île-de-France, France

Job Type: Temps complet (Full-time)

Category: Revenue Operations / Sales Operations / Customer Service Operations

Date Posted: August 04, 2026

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• This role is a critical technical expert position focusing on advanced customization and configuration of the ServiceNow Customer Service Management (CSM) Pro module.

• The position involves significant work with UI Builder for creating and adapting advanced Workspaces, directly impacting user experience and operational efficiency.

• A core responsibility includes managing complex integrations and data flows between ServiceNow and a diverse IT ecosystem, emphasizing API REST, Transform Maps, and data synchronization.

• The role demands a proactive approach to platform security, including ACLs, roles, and access management, ensuring robust and compliant operations.

• This is an on-site, full-time position based in Paris, France, requiring immediate availability for a long-term project.

📝 Enhancement Note: This role sits at the intersection of IT Operations, Customer Service Operations, and potentially Sales Operations, given the CSM Pro focus. The emphasis on UI Builder, integrations, and platform security points to a need for deep technical expertise within the ServiceNow ecosystem, aimed at optimizing customer service workflows and data management for a large organization. The "Expert Technique" title and "long terme" project suggest a senior-level individual contributor role with a focus on implementation and knowledge transfer.

📈 Primary Responsibilities

• Lead the advanced customization of ServiceNow CSM Pro Workspaces using UI Builder, ensuring intuitive and efficient user interfaces.

• Configure and adapt user interfaces to meet specific business requirements and enhance customer service workflows.

• Manage and develop complex integrations and data flows between ServiceNow and various IT systems, ensuring seamless data synchronization.

• Design, implement, and manage API REST endpoints, Transform Maps, and data transfer mechanisms.

• Implement and maintain robust platform security measures, including Access Control Lists (ACLs), roles, visibility settings, and access management.

• Configure and evolve Chatbot/Virtual Agent functionalities within CSM Pro to improve customer self-service and agent efficiency.

• Set up and manage scheduling and agenda functionalities within CSM Pro to optimize resource allocation and service delivery.

• Participate actively in upcoming ServiceNow version upgrades, anticipating and mitigating potential impacts on existing configurations and integrations.

• Provide technical guidance, training, and mentorship to internal teams to foster a self-sufficient ServiceNow Competency Center.

• Develop comprehensive technical documentation for implemented solutions and share best practices across the project team and internal stakeholders.

📝 Enhancement Note: The responsibilities clearly indicate a hands-on technical role requiring deep expertise in ServiceNow CSM Pro and its associated development tools. The emphasis on integrations, security, and knowledge transfer highlights the need for both technical prowess and strong communication and training skills, aligning with a senior or expert technical consultant profile within an operations context.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field is typically expected for such a technical expert role. Relevant certifications in ServiceNow development or administration would be highly beneficial.

Experience: A minimum of 5-10 years of progressive experience in ServiceNow development and administration, with a strong specialization in CSM Pro. Proven experience in a consulting or expert technical role is essential.

Required Skills:

• ServiceNow CSM Pro Mastery: Advanced proficiency in configuring, customizing, and administering ServiceNow CSM Pro modules, including core functionalities, workflows, and service portals.

• UI Builder Expertise: Deep understanding and practical experience in designing, developing, and customizing Workspaces using ServiceNow UI Builder.

• Integration & Data Flow Management: Strong experience with ServiceNow integration capabilities, including API REST development, Transform Maps, data mapping, and complex data synchronization processes.

• ServiceNow Security Configuration: Solid knowledge of Access Control Lists (ACLs), roles, profiles, and security best practices within the ServiceNow platform.

• Virtual Agent & Chatbot Implementation: Proven experience in configuring and deploying ServiceNow Virtual Agent and Chatbot functionalities within a CSM context.

• Technical Documentation: Ability to create clear, concise, and comprehensive technical documentation for solutions, configurations, and processes.

• Mentoring & Knowledge Transfer: Demonstrated ability to train and mentor technical teams, facilitating skill development and the establishment of internal competencies.

Preferred Skills:

• Experience with ServiceNow platform upgrades and version management.

• Familiarity with IT Service Management (ITSM) best practices and frameworks.

• Experience in Cybersecurity and DevOps environments, as mentioned in the company description.

• Previous participation in large-scale ServiceNow deployment or migration projects.

• Fluency in both French and English for communication and documentation.

📝 Enhancement Note: The "Expert Technique" title, coupled with the specific tool requirements and the need for knowledge transfer, suggests that candidates with a strong track record in complex ServiceNow implementations and a consultative approach will be highly favored. The mention of Cybersecurity and DevOps in the company description implies that an understanding of these domains, particularly how ServiceNow can support them, would be a significant advantage.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow CSM Pro Implementations: Showcase detailed case studies of projects where you have significantly configured, customized, or enhanced ServiceNow CSM Pro. Highlight the specific modules and functionalities leveraged.

• UI Builder Workspace Designs: Provide examples of custom Workspaces developed using UI Builder. Focus on the design process, user experience improvements, and the technical implementation details.

• Integration Case Studies: Document projects involving complex ServiceNow integrations. Detail the systems integrated, the technologies used (API REST, Transform Maps), data volumes, and the challenges overcome.

• Security & Access Control Examples: Present examples of how you have implemented and managed security configurations, including ACLs, roles, and access policies, to protect data and ensure compliance within ServiceNow.

• Process Optimization Demonstrations: Include examples where your technical contributions led to measurable improvements in operational efficiency, such as reduced ticket resolution times, enhanced self-service rates, or streamlined workflows.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to map, document, and optimize business workflows within ServiceNow CSM Pro, illustrating how technical configurations support these processes.

• Implementation & Automation: Provide examples of how you have implemented new features, automated repetitive tasks, or integrated systems to improve operational throughput.

• Measurement & Performance Analysis: Show how you have used ServiceNow reporting and analytics to measure the performance of implemented solutions, track KPIs, and identify areas for further optimization.

📝 Enhancement Note: For this "Expert Technique" role, a portfolio is crucial. It should not just list skills but vividly demonstrate practical application. Candidates should be prepared to walk through their portfolio, explaining the technical challenges, their solutions, the impact on business processes, and the specific ServiceNow components and configurations they utilized. Emphasis should be placed on complex integrations and UI Builder customizations.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for an "Expert Technique" ServiceNow CSM Pro / UI Builder role with 5-10 years of experience in Paris, France, the estimated annual gross salary range is €65,000 - €85,000. This estimate considers the high demand for specialized ServiceNow skills, the complexity of the role, and the cost of living in Paris.

Benefits: While specific benefits are not listed, typical offerings for such a role in France and within a consulting firm like Tilencia may include:

• Mutuelle (Health Insurance): Comprehensive health coverage.

• Prévoyance (Provident Fund/Insurance): Coverage for long-term disability or death.

• Tickets Restaurant/Meal Vouchers: For daily meal expenses.

• Transport Reimbursement: Partial or full reimbursement for public transport.

• Professional Development: Opportunities for further ServiceNow certifications and training.

• Performance Bonuses: Potential for bonuses based on individual and company performance.

• Paid Time Off: Generous annual leave allowance.

Working Hours: The role is listed as "Temps complet" (Full-time), which typically translates to 35-40 hours per week in France. The specific schedule may be flexible, but the "On-site" requirement in Paris necessitates regular presence at the office.

📝 Enhancement Note: The salary range is an estimate based on available market data for similar roles in Paris. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. The benefits listed are standard for the French market and consulting industry; candidates should inquire for precise details.

🎯 Team & Company Context

🏢 Company Culture

Industry: Tilencia operates within the Technology Consulting sector, specializing in Cybersecurity and DevOps. This indicates a forward-thinking, technically focused environment that values innovation and cutting-edge solutions.

Company Size: Tilencia is likely a small to medium-sized enterprise (SME) within the consulting space, given the typical structure of specialized IT consultancies. This often translates to a more agile, closer-knit team environment where individual contributions are highly visible.

Founded: Information on the founding date is not provided, but the company's focus on Cybersecurity and DevOps suggests a relatively modern establishment or a strategic pivot towards these high-demand areas.

Team Structure:

• The project involves integrating into a "projet de transformation CRM majeur" for a large organization.

• You will be joining a "équipe projet en cours de constitution," implying a dynamic and evolving team structure.

• The role requires collaboration with internal teams to build a "Centre de Compétence autonome," suggesting a structure that aims for knowledge decentralization and internal capability building.

• As an "Expert Technique," you will likely be a key technical lead or senior member within this project team, potentially mentoring junior members or specialists. Methodology:

• Data-Driven Approach: The company's focus on Cybersecurity and DevOps implies a strong reliance on data for threat detection, performance monitoring, and process optimization.

• Agile Project Management: Given the "ambitious calendar" and "project in progress" context, agile methodologies are likely employed for rapid development and iteration.

• Collaborative Problem-Solving: The emphasis on "L'humain au centre," "Suivi, coaching," and "Solutions cousues main" suggests a collaborative approach where team members work together to find tailored solutions.

Company Website: https://www.tilencia.com/ (Based on domain_derived)

📝 Enhancement Note: Tilencia's stated values ("L'humain au centre," "D\u00e9tection de talents," "Suivi, coaching," "Solutions cousues main," and "prendre du plaisir") suggest a culture that prioritizes employee development, collaboration, and job satisfaction, alongside technical excellence. This is particularly relevant for a consulting firm where talent retention and growth are key.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior/Expert Technical level within the operations and IT consulting domain. It requires deep, specialized knowledge of ServiceNow CSM Pro and UI Builder, coupled with the ability to implement complex solutions and guide others. The focus is on technical execution, problem-solving, and strategic application of the ServiceNow platform to enhance customer service operations.

Reporting Structure: The "Expert Technique" will report to a Project Manager or a Team Lead within the project team for the large organization. They will also work closely with internal stakeholders and potentially IT management responsible for the CRM transformation. The role involves mentoring and guiding internal teams, indicating a leadership aspect without direct hierarchical management.

Operations Impact: The successful candidate will have a direct and significant impact on the client's customer service operations by:

• Enhancing the efficiency and effectiveness of the ServiceNow CSM Pro platform.

• Improving the user experience for both customer service agents and end-customers through advanced Workspace customization.

• Ensuring seamless data flow and integration, which is critical for unified customer views and operational decision-making.

• Strengthening platform security and compliance.

• Facilitating the client's transition to a self-sufficient ServiceNow Competency Center, reducing long-term reliance on external consultants. Growth Opportunities:

• Technical Specialization: Deepen expertise in ServiceNow CSM Pro, UI Builder, and related ServiceNow modules, potentially becoming a go-to expert for complex implementations.

• Cross-Functional Skill Development: Gain exposure to broader CRM transformation strategies, cybersecurity, and DevOps principles as practiced by Tilencia and its clients.

• Mentorship & Leadership: Develop leadership and training skills by guiding internal teams, which can pave the way for future roles in team lead or architectural positions.

• Project Management Exposure: Work on a major transformation project, offering insights into project management methodologies and large-scale IT initiatives.

• Consulting Career Path: For those within Tilencia, this role can be a stepping stone to more senior consulting roles, client relationship management, or practice leadership.

📝 Enhancement Note: The role offers a blend of deep technical contribution and strategic knowledge transfer. The growth path is geared towards becoming a highly sought-after ServiceNow expert, with opportunities to develop leadership and broader IT strategy skills within a consulting context.

🌐 Work Environment

Office Type: The role is explicitly "On-site" in Paris, France. This suggests a traditional office environment where collaboration and direct interaction with colleagues and stakeholders are expected. The specific office environment will be that of the client organization undergoing the CRM transformation.

Office Location(s): Paris – specifically in the Seine / Paris Centre sector. This implies a central, accessible location within the city, likely with good public transport links.

Workspace Context:

• Collaborative Environment: As part of a "project team in construction" and with the objective of "training internal teams," the workspace will foster collaboration, knowledge sharing, and direct interaction.

• Technology & Tools: The workspace will be equipped with the necessary IT infrastructure to support ServiceNow development, integration, and administration. Access to development, testing, and production environments for ServiceNow will be essential.

• Team Interaction: Expect frequent interaction with project managers, fellow technical experts, business analysts, and internal client teams responsible for customer service operations.

Work Schedule: The role is full-time ("Temps complet"), typically 35-40 hours per week. While the on-site nature suggests a standard work week, the "ambitious calendar" and "project is already engaged" context may imply a need for flexibility and dedication to meet project deadlines.

📝 Enhancement Note: The on-site requirement in a central Paris location suggests a professional, potentially fast-paced work environment within a large client organization. Candidates should be prepared for a structured workday focused on project delivery and team collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, focusing on ServiceNow CSM Pro, UI Builder, and integration expertise.

• Technical Interview(s): In-depth discussions about your experience with ServiceNow CSM Pro, UI Builder, API integrations, security configurations, and problem-solving approaches. Expect scenario-based questions and technical deep dives.

• Portfolio Review: Presentation and walkthrough of your relevant technical portfolio, demonstrating practical application of skills, case studies of complex implementations, and impact on operations.

• Cultural Fit/Team Interview: Assessment of your ability to integrate into a project team, your communication style, and your approach to knowledge transfer and mentoring.

• Final Interview: Possibly with senior management or the client's project leadership to discuss strategic alignment and long-term project fit.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your most impactful ServiceNow projects, prioritizing those involving CSM Pro, UI Builder, and complex integrations.

• Structure Case Studies: For each project, clearly outline the business challenge, your specific role and technical contributions, the solutions implemented (highlighting ServiceNow features and configurations), key challenges overcome, and measurable results (e.g., efficiency gains, cost savings, improved customer satisfaction).

• Demonstrate Technical Depth: Be prepared to explain the technical architecture, code snippets (if applicable and permissible), configuration details, and integration logic.

• Highlight UI Builder Work: Showcase screenshots or demos of custom Workspaces you've built, explaining the design choices and technical implementation.

• Quantify Impact: Whenever possible, use metrics and data to demonstrate the ROI or operational improvements achieved through your work.

Challenge Preparation:

• ServiceNow Scenarios: Prepare for hypothetical technical challenges related to CSM Pro configuration, UI Builder customization, integration troubleshooting, or security hardening.

• Problem-Solving Approach: Articulate a clear, logical methodology for diagnosing and resolving technical issues within the ServiceNow platform.

• Integration Design: Be ready to discuss how you would approach designing an integration between ServiceNow and specific external systems.

• Knowledge Transfer Strategy: Prepare to explain how you would effectively train and mentor internal teams on complex ServiceNow functionalities.

📝 Enhancement Note: The interview process will heavily emphasize practical, hands-on technical ability and the ability to articulate complex technical solutions and their business impact. A well-prepared portfolio is non-negotiable for demonstrating expertise in this specialized role.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Core requirement, with deep expertise in the CSM Pro module.

• UI Builder: Essential for custom workspace development within ServiceNow.

• ServiceNow Scripting: JavaScript (Server-side and Client-side), GlideRecord, etc., for advanced customizations.

• ServiceNow Flow Designer / Workflow Editor: For process automation and workflow management.

Analytics & Reporting:

• ServiceNow Reporting Tools: Creating reports, dashboards, and performance analytics within ServiceNow to track KPIs and monitor system health.

• Performance Analytics: Utilizing advanced analytics for deeper insights into customer service operations.

CRM & Automation:

• ServiceNow CSM Pro: The primary CRM/Customer Service platform.

• API Integrations: REST APIs, SOAP APIs for connecting ServiceNow with other enterprise systems.

• Middleware/Integration Platforms: Potentially experience with platforms like MuleSoft, Dell Boomi, or Informatica if they are part of the client's existing SI landscape.

• Virtual Agent / Chatbot Frameworks: Within ServiceNow.

Security & Access Management:

• Access Control Lists (ACLs): Configuring granular permissions.

• Roles & Groups: Managing user access and privileges.

📝 Enhancement Note: Proficiency in the ServiceNow platform, particularly CSM Pro and UI Builder, is paramount. Experience with integration technologies and a strong understanding of data security within a SaaS platform are also critical. The ability to leverage ServiceNow's built-in automation and reporting tools is expected.

👥 Team Culture & Values

Operations Values:

• Technical Excellence: A commitment to delivering high-quality, robust, and efficient technical solutions within the ServiceNow ecosystem.

• Collaboration & Teamwork: Working effectively within a project team, sharing knowledge, and supporting colleagues to achieve common goals.

• Continuous Improvement: A proactive mindset towards identifying opportunities for process optimization, system enhancement, and skill development.

• Client Focus: Understanding the client's business objectives and delivering solutions that directly address their needs and add value to their operations.

• Integrity & Professionalism: Upholding high standards of ethical conduct and professional responsibility in all interactions and deliverables.

Collaboration Style:

• Cross-functional Integration: Working closely with business stakeholders, other technical experts (e.g., in Cybersecurity, DevOps), and potentially project managers from the client organization.

• Knowledge Sharing Culture: Actively participating in team discussions, providing guidance, and documenting solutions to facilitate knowledge transfer.

• Feedback Exchange: Openness to receiving and providing constructive feedback to foster continuous improvement within the project team.

• Solution-Oriented: Focusing on collaborative problem-solving to overcome technical challenges and deliver effective solutions.

📝 Enhancement Note: Tilencia's stated values ("L'humain au centre," "D\u00e9tection de talents," "Suivi, coaching," "Solutions cousues main," and "prendre du plaisir") strongly suggest a culture that values employee well-being, professional growth, and collaborative problem-solving. This likely translates into a supportive team environment where technical expertise is combined with strong interpersonal skills.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambitious Project Timeline: Meeting tight deadlines for a major CRM transformation project requires efficient work planning, strong technical execution, and effective prioritization.

• Complex Integrations: Managing integrations with a diverse and potentially heterogeneous IT ecosystem presents significant technical challenges requiring robust design and troubleshooting skills.

• Knowledge Transfer to Internal Teams: Successfully upskilling internal client teams to build a self-sufficient Competency Center requires effective communication, training, and patience.

• Keeping Pace with ServiceNow Updates: Adapting to new ServiceNow releases and ensuring backward compatibility and smooth upgrades can be a continuous challenge.

• Balancing Technical Depth with Broader Project Goals: Ensuring that deep technical customizations align with the overall strategic objectives of the CRM transformation.

Learning & Development Opportunities:

• Advanced ServiceNow Certifications: Pursuing specialized certifications in CSM, UI Builder, or other relevant ServiceNow modules.

• Exposure to Cybersecurity & DevOps: Gaining practical experience in these fields through Tilencia's core business and client projects.

• Mentorship Training: Developing formal training and coaching skills.

• Architectural Design: Opportunities to contribute to the architectural design of ServiceNow solutions.

• Client Relationship Management: Developing skills in managing client expectations and contributing to strategic project discussions.

📝 Enhancement Note: This role offers significant opportunities for technical growth and problem-solving on a large-scale, impactful project. The challenges are typical of complex IT transformations, providing a rich learning environment for an ambitious technical expert.

💡 Interview Preparation

Strategy Questions:

• ServiceNow Architecture: "Describe the architecture of a complex ServiceNow CSM Pro implementation you've worked on. How did you ensure scalability and maintainability?"

• UI Builder Customization: "Walk me through a challenging UI Builder workspace you developed. What were the key design decisions and technical hurdles you overcame?"

• Integration Design: "How would you design an integration between ServiceNow CSM Pro and an external ERP system for customer data synchronization? What are the critical considerations?"

• Security Best Practices: "What are the most critical security configurations in ServiceNow CSM Pro, and how do you ensure compliance with data privacy regulations?"

• Virtual Agent Implementation: "Describe your experience implementing Virtual Agent or Chatbot functionalities. What were the use cases and how did you measure success?"

Company & Culture Questions:

• "Based on our company description and values, how do you see yourself contributing to Tilencia's culture?"

• "How do you approach mentoring and transferring technical knowledge to junior team members or client staff?"

• "Describe a time you had to work under tight project deadlines. How did you manage your priorities?"

• "What is your understanding of the relationship between ServiceNow CSM Pro, Cybersecurity, and DevOps?" Portfolio Presentation Strategy:

• Start with Impact: Begin your portfolio review by highlighting the most significant project and its business impact.

• Focus on "Why" and "How": For each case study, clearly explain the problem, your strategic approach, and the technical "how" of your solution.

• Demonstrate UI Builder Skills: Visually showcase your UI Builder work with screenshots or live demos if possible, explaining the UX considerations and implementation.

• Quantify Results: Use data and metrics to prove the value of your work – e.g., "Reduced ticket resolution time by 15%," "Increased self-service adoption by 20%."

• Be Ready for Deep Dives: Anticipate detailed technical questions about your implementations, configurations, and troubleshooting.

📝 Enhancement Note: Preparation should focus on articulating technical solutions clearly, demonstrating practical experience with ServiceNow CSM Pro and UI Builder, and showcasing the ability to deliver tangible business value. The interview will be a test of both technical acumen and communication skills.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided SmartRecruiters link.

• Tailor Your Resume: Highlight specific experience with ServiceNow CSM Pro, UI Builder, API integrations, and platform security. Use keywords from the job description (e.g., "Expert Technique," "CSM Pro," "UI Builder," "API REST," "Transform Maps," "ACL"). Quantify achievements wherever possible.

• Prepare Your Portfolio: Gather detailed case studies and examples of your work, focusing on ServiceNow CSM Pro customizations, UI Builder workspaces, and complex integrations. Be ready to present these during the interview process.

• Research Tilencia: Understand their specialization in Cybersecurity and DevOps, and their company values. Prepare to discuss how your skills and experience align with their mission and culture.

• Practice Technical Explanations: Rehearse explaining complex technical concepts and project details clearly and concisely, as you will be expected to do during technical interviews and portfolio reviews.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.