ServiceNow Business Process Consultant – CSM, TPSM

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate workshops for discovery, strategy, and future-state process design.

• Convert requirements from customer service, client onboarding, managed services, account management, and technology service delivery into ServiceNow CSM and TPSM business process designs.

• Document current processes, pain points, requirements, personas, desired outcomes, process flows, user stories, acceptance criteria, and solution suggestions.

• Develop processes for customer service, case management, customer support, customer portal, self-service, knowledge management, escalation, SLA, reporting, and customer experience.

• Provide functional leadership for ServiceNow CSM capabilities, encompassing customer and account management, contacts, account hierarchies, entitlements, case intake, routing, resolution, notifications, Agent Workspace, dashboards, and CSM-to-ITSM workflow integration.

• Implement TPSM capabilities to enhance technology and managed-services operations.

• Oversee the MyCDW Client Onboarding process from customer commitment and contract through to operational readiness, service activation, transition, and ongoing service delivery.

• Define onboarding strategies, milestones, tasks, dependencies, approvals, ownership, handoffs, visibility, escalation paths, and measurable outcomes.

• Cultivate relationships among accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments.

• Identify opportunities for simplification, standardization, automation, and enhancement of service processes.

• Facilitate decision-making across various business units and stakeholder groups.

• Collaborate across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams.

• Assist in prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions.

• Ensure traceability across outcomes, requirements, process designs, features, backlog items, decisions, assumptions, risks, dependencies, and unresolved questions.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, along with 10+ years of experience with ServiceNow, or 14 years of work experience with ServiceNow.

• Over 7 years of experience in business process consulting, functional consulting, business analysis, or similar enterprise transformation roles.

• More than 5 years of practical experience in designing ServiceNow solutions.

• Extensive experience in implementing or designing ServiceNow Customer Service Management (CSM).

• Proven experience with or strong functional knowledge of ServiceNow Technology Provider Service Management (TPSM).

• Experience in designing customer or client onboarding processes utilizing ServiceNow CSM/TPSM or similar workflow capabilities.

• Proven ability to lead ServiceNow discovery and process-design workshops involving business, technical, product, architecture, and executive stakeholders.

• Ability to translate business requirements into functional designs for ServiceNow, including process flows, implementation-ready user stories, and acceptance criteria.

• Solid understanding of ServiceNow's out-of-the-box capabilities, including the distinction between configuration and customization.

• Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations is a plus.

• Experience in designing solutions for complex B2B customer-service environments is a plus.

• Knowledge of customer/account hierarchy design, installed product management, customer asset visibility, CSDM/CMDB concepts, CSM-to-ITSM workflow integration, IntegrationHub, or large-scale ServiceNow transformation programs is a plus.

• Willingness to explore, adapt, and grow alongside evolving technology and AI tools.

🏝️ Benefits

• Annual bonus target subject to the terms and conditions of the plan.

• Comprehensive benefits package (see https://cdw.benefit-info.com/).

• Collaborative work environment.

• Support for professional growth.

• Fair, transparent, and respectful hiring process.

• Opportunities for AI learning and experimentation.