ServiceNow Business Process Consultant - CSM

ServiceNow Business Process Consultant – CSM

We are looking for an experienced ServiceNow Business Process Consultant (BPC) with a strong focus on Customer Service Management (CSM) to support a client engagement in the US, on a contract basis.

This role will work closely with business stakeholders and technical teams to understand current processes, identify areas for improvement, and translate business requirements into effective ServiceNow CSM solutions.

Key Responsibilities

• Lead client workshops to gather and understand business requirements.
• Review existing customer service processes and identify opportunities for improvement.
• Translate business needs into clear requirements and user stories for ServiceNow teams.
• Support the design and implementation of ServiceNow CSM workflows and processes.
• Work closely with Developers, Architects, Product Owners, and business stakeholders.
• Support testing, process validation, documentation, and user adoption.
• Provide guidance on ServiceNow CSM best practices and platform capabilities.

Required Experience

• Strong experience as a ServiceNow Business Process Consultant, Business Analyst, or Functional Consultant.
• Proven hands-on functional experience with ServiceNow CSM.
• Strong experience running workshops, gathering requirements, process mapping, and writing user stories.
• Confident working directly with senior business and client stakeholders.
• Experience supporting end-to-end ServiceNow implementations.
• Strong understanding of how business processes translate into ServiceNow solutions.

Certification Requirements

• ServiceNow CSA – Certified System Administrator
• Minimum of 2 CIS certifications
• One CIS must be CIS – Customer Service Management (CSM)

Eligibility

• US Citizens or Green Card holders only
• Must be based in the United States