ServiceNow
Sr. Business Process Consultant – CRM at ServiceNow
Join to apply for the
Sr. Business Process Consultant – CRM
role at
ServiceNow . Company description and job context have been refined to focus on role-specific information and remove duplicate or non-essential content. About the Role We are seeking a Business Process Consultant (BPC) to join the NowNext CRM Execution Team. As the process expert and trusted advisor, you will engage directly with business stakeholders to analyze, design, and optimize end-to-end workflows across sales, CPQ/CLM, order management, customer service, field service, and AI-driven use cases. You will bridge the gap between business needs and technical delivery, ensuring that solutions built on the ServiceNow Now Platform — and integrated with systems like Salesforce, Pega, Dynamics, Oracle, or SAP — deliver measurable outcomes. This role is ideal for experienced CRM/CSM consultants with strong process re-engineering and change management skills, and the ability to influence senior leaders while collaborating closely with technical teams. Key Responsibilities Consult & Advise – Serve as the functional and process expert during customer engagements, guide customers on configuration vs. customization, and adoption of best practices; advise senior leaders on process optimization and AI/automation opportunities. Requirements & Solution Design – Lead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflows; translate requirements into business requirement documents, user stories, acceptance criteria, and test plans; define KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.). Cross-Functional Collaboration – Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions; support unit testing, UAT, and customer validation; monitor for scope creep and align with engagement managers to resolve issues. Process Improvement & Change Management – Analyze processes to identify areas for automation, AI agent adoption, and continuous improvement; develop adoption strategies, training materials, and change management plans to ensure successful rollout; prioritize user experience with logical flows and accessibility. Thought Leadership & Continuous Learning – Stay current on ServiceNow capabilities, CRM/CSM trends, and AI innovations; share best practices and contribute to delivery playbooks and accelerators; support pre-sales and solutioning activities as needed. Required Qualifications & Experience 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations. Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service. Hands-on experience with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP. Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons. Strong experience converting business requirements into functional and configuration requirements; proficiency in process modeling and visualization tools (Visio, BPMN, workflow diagrams, wireframes). Excellent stakeholder engagement, facilitation, and communication skills. Certification Requirements ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified. At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required within the first 6–12 months of hire, depending on project alignment. Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported. Preferred ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days). Salesforce certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications. Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI). Industry expertise in telecom, financial services, insurance, or public sector. Familiarity with NowCreate methodology and Agile/SAFe delivery practices. Willingness to travel up to 50% based on customer needs. Level Differentiation Senior Business Process Consultant
– Leads workshops and requirement sessions for defined workstreams; translates requirements into user stories and acceptance criteria; typically 3–7 years CRM/CSM consulting or process re-engineering experience; foundational certifications. Principal Business Process Consultant
– Acts as process thought leader; shapes end-to-end CRM transformation strategies; oversees multiple workstreams; typically 8–12+ years of experience; advanced certifications. Success in this Role Looks Like Clear, outcome-driven process solutions with measurable improvements; tangible customer results (reduced lead-to-cash cycle times, higher AI-assisted resolution, improved CSAT/NPS); smooth collaboration between business and technical teams; trusted advisor to customers. Why Join Us? Be part of the NowNext CRM Execution Team to shape AI-powered, end-to-end CRM workflows, delivering value for lighthouse customers and shaping the future of the CRM category. Additional Information Work personas, equal opportunity statement, accommodations, and export control notes are provided as part of the standard employment information. This section has been refined to remove non-essential operational boilerplate and focus on role-specific requirements.
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Join to apply for the
Sr. Business Process Consultant – CRM
role at
ServiceNow . Company description and job context have been refined to focus on role-specific information and remove duplicate or non-essential content. About the Role We are seeking a Business Process Consultant (BPC) to join the NowNext CRM Execution Team. As the process expert and trusted advisor, you will engage directly with business stakeholders to analyze, design, and optimize end-to-end workflows across sales, CPQ/CLM, order management, customer service, field service, and AI-driven use cases. You will bridge the gap between business needs and technical delivery, ensuring that solutions built on the ServiceNow Now Platform — and integrated with systems like Salesforce, Pega, Dynamics, Oracle, or SAP — deliver measurable outcomes. This role is ideal for experienced CRM/CSM consultants with strong process re-engineering and change management skills, and the ability to influence senior leaders while collaborating closely with technical teams. Key Responsibilities Consult & Advise – Serve as the functional and process expert during customer engagements, guide customers on configuration vs. customization, and adoption of best practices; advise senior leaders on process optimization and AI/automation opportunities. Requirements & Solution Design – Lead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflows; translate requirements into business requirement documents, user stories, acceptance criteria, and test plans; define KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.). Cross-Functional Collaboration – Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions; support unit testing, UAT, and customer validation; monitor for scope creep and align with engagement managers to resolve issues. Process Improvement & Change Management – Analyze processes to identify areas for automation, AI agent adoption, and continuous improvement; develop adoption strategies, training materials, and change management plans to ensure successful rollout; prioritize user experience with logical flows and accessibility. Thought Leadership & Continuous Learning – Stay current on ServiceNow capabilities, CRM/CSM trends, and AI innovations; share best practices and contribute to delivery playbooks and accelerators; support pre-sales and solutioning activities as needed. Required Qualifications & Experience 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations. Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service. Hands-on experience with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP. Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons. Strong experience converting business requirements into functional and configuration requirements; proficiency in process modeling and visualization tools (Visio, BPMN, workflow diagrams, wireframes). Excellent stakeholder engagement, facilitation, and communication skills. Certification Requirements ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified. At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required within the first 6–12 months of hire, depending on project alignment. Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported. Preferred ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days). Salesforce certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications. Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI). Industry expertise in telecom, financial services, insurance, or public sector. Familiarity with NowCreate methodology and Agile/SAFe delivery practices. Willingness to travel up to 50% based on customer needs. Level Differentiation Senior Business Process Consultant
– Leads workshops and requirement sessions for defined workstreams; translates requirements into user stories and acceptance criteria; typically 3–7 years CRM/CSM consulting or process re-engineering experience; foundational certifications. Principal Business Process Consultant
– Acts as process thought leader; shapes end-to-end CRM transformation strategies; oversees multiple workstreams; typically 8–12+ years of experience; advanced certifications. Success in this Role Looks Like Clear, outcome-driven process solutions with measurable improvements; tangible customer results (reduced lead-to-cash cycle times, higher AI-assisted resolution, improved CSAT/NPS); smooth collaboration between business and technical teams; trusted advisor to customers. Why Join Us? Be part of the NowNext CRM Execution Team to shape AI-powered, end-to-end CRM workflows, delivering value for lighthouse customers and shaping the future of the CRM category. Additional Information Work personas, equal opportunity statement, accommodations, and export control notes are provided as part of the standard employment information. This section has been refined to remove non-essential operational boilerplate and focus on role-specific requirements.
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