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. 

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 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. 

Qualifications :

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 6090 days of hire if not already certified. 

• At least one Certified Implementation Specialist (CIS) certification in CSM FSM or Sales  required within the first 612 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. 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time