Sr. Business Process Consultant-CRM

About the role

We are seeking a Business Process Consultant (BPC) to join the CRM and Industry Workflow Team as a part of Expert Services. 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.

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 workbooks, 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, ensuring business objectives are met.
• 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.
• Ensure user experience is prioritized - with logical flows, accessibility, and ease of use.
• Thought Leadership & Continuous Learning
• Stay current on ServiceNow capabilities, CRM/CSM trends, and AI innovations.
• Share best practices internally and externally, contributing to delivery of playbooks and accelerators.
• Support pre-sales and solutioning activities as needed.
• Required
• 7+ years of consulting or business process analysis experience on the ServiceNow platform, preferably CRM and Industry products such as CSM, FSM, SOM, and industry workflows.
• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Customer Call Center/Service, Field Service.
• 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 (e.g., 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).
• 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.
• Work Personas
• Equal Opportunity Employer
• Acco

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Servicenow? Share your experience