Principal Business Process Consultant-CRM

Principal Business Process Consultant-CRM

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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

• 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.
• 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.).
• 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.
• 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.
• 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 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.

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 law. In 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 View email address on click.appcast.io 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.