ServiceNow (CSM) Business Process Consultant

Cambridge, Massachusetts

ServiceNow - Business Analyst / Process Consultant

Contract

Our client is an Elite ServiceNow partner and they are hiring a ServiceNow (CSM) Business Process Consultant on a 6-month contact working remotely in the U.S. The successful candidate will be responsible for evaluating, optimizing, and enhancing Customer Service Management (CSM) processes utilizing their deep expertise in ServiceNow CSM and a proven track record of translating business needs into effective ServiceNow solutions.

Responsibilities

Conduct in-depth analysis of existing Customer Service Management (CSM) processes and business workflows to identify areas of improvement.
Collaborate with stakeholders to gather requirements and optimize CSM processes to align with business objectives.
Design and implement ServiceNow CSM solutions that meet the specific needs of the organisation, ensuring alignment with industry best practice.
Configure and customize the ServiceNow platform to meet unique CSM and business requirements.
Translate business needs and user stories into ServiceNow configuration and workflows.
Provide expert guidance on CSM best practices and align solutions with industry standards.
Develop and maintain comprehensive documentation for CSM processes and ServiceNow configurations.
Lead training sessions for end-users and support teams on how to maximize the value of the ServiceNow platform.
Implement and manage enhancements, updates, and continuous improvements to ensure optimal performance and alignment with evolving business goals.

Skillset

2-4 years of experience with ServiceNow, focusing on CSM solutions.
Strong ability to influence stakeholders and provide thought leadership.
Proven ability to translate business requirements into technical solutions.
Familiarity with writing and managing user stories for project delivery.
Experience in conducting workshops and working directly with stakeholders to understand needs and recommend solutions.
Customer-centric mindset with strong interpersonal abilities.
Essential prior experience with ServiceNow or similar case management systems.
Certified ServiceNow Administrator, Implementation Specialist (CSA, CIS); Certified Implementation Specialist – CSM (preferred).