Senior Consultant, ServiceNow

Responsibilities

• Manage end-to-end ServiceNow implementations, including configuration, integration, and testing, ensuring adherence to best practices and client goals.
• Lead business process review sessions to identify user stories/requirements
• Lead ServiceNow solution design sessions from the identified user stories/requirements
• Oversee and execute ServiceNow configuration activities, ensuring solutions are tailored to meet client needs while adhering to platform best practices
• Facilitate business process reviews to identify client requirements and processes
• Facilitate unit, system, and end-user testing to validate functionality, identify gaps, and ensure quality deliverables
• Develop and deliver end-user training materials, user guides, and documentation to enable successful adoption of ServiceNow solutions
• Assist with managing project status, timelines, risks for overall project or individual workstream
• Exhibit market knowledge and technical familiarity with ServiceNow
• Contribute to thought leadership development aligned to specific engagement (blogs, articles, white papers).
• Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions.
• Mentor more junior-level consultants day-to-day in personifying West Monroe values with clients, on project teams, and within individual relationships.

Requirements

• Bachelor's degree or equivalent experience required.
• ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) is strongly preferred.
• 4+ years of ServiceNow consulting experience
• Hands-on configuration experience with ServiceNow App Engine.
• Exceptional written and verbal communication skills including the ability to create impactful and concise executive stakeholder-ready deliverables, and polished client-facing oral communication skills.
• Strong understanding of customer service processes and best practices.
• Experience with Agile methodologies
• A commitment to inclusion and diversity, and openness to new ideas and perspectives.
• Ability to travel up to 50%.
• Hybrid role: 2x per week in office
• You must be eligible to work in the United States without requiring sponsorship now or in the future.
• Seattle or Washington, D.C.
• $127,800 - $150,200 USD
• Los Angeles
• $133,800 - $157,300 USD
• New York City or San Francisco
• $139,800 - $164,500 USD
• A location not listed above
• $121,600 - $143,000 USD
• Other consultancies talk at you.
• At West Monroe, we work with you.
• We're a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
• At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what's next.
• You'll feel the difference in how we work. We show up personally. We're right there in the room with you, co-creating through the challen

Benefits

Additional Information

Are you ready to make an impact? West Monroe is seeking a Senior Consultant with business and technology consulting experience to join our Platforms & Customer Strategy team within our Technology & Experience practice. We are looking for someone with deep expertise leading ServiceNow implementations. As a Senior Consultant, you will work closely with clients to understand their business needs, translate them into functional requirements, and configure ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals.

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