ServiceNow CSM Business Process Consultant

San Jose, California

ServiceNow - Business Analyst / Process Consultant

Contract

Our client, a global IT Consulting organization, are hiring a ServiceNow Business Process Consultant to join the team in San Jose, CA on a contract basis. The successful candidate will play a key part in analyzing, designing and optimizing customer-facing business processes within the Customer Service Management (CSM) module on the ServiceNow platform.

Responsibilities

Serve as the Subject Matter Expert (SME) for ServiceNow CSM, providing guidance on platform capabilities and best practices.
Evaluate current customer service processes to identify areas for automation, enhancement and efficiency gains.
Design and document end-to-end workflows and CSM solutions aligned with strategic business goals.
Facilitate stakeholder workshops to gather requirements and ensure alignment on solution design.
Collaborate with developers and technical teams to implement and validate process improvements.
Develop use cases and test scenarios, and support User Acceptance Testing (UAT) to ensure solution effectiveness.
Provide expertise on configuration, customization and integration with other ServiceNow modules such as ITSM, FSM and HRSD.
Support the rollout of new features and platform upgrades, promoting smooth transitions and user adoption.
Create and deliver user training sessions and comprehensive documentation for end users and support staff.
Remain current on the latest ServiceNow CSM updates, features, and emerging trends.

Skillset

Bachelor’s degree in Business, Information Technology, Computer Science or similar.
Minimum of 3 years of experience as a Business Process Consultant or Analyst, with a strong focus on ServiceNow Customer Service Management (CSM).
ServiceNow Certified Implementation Specialist – CSM certification is required.
Solid understanding of the ServiceNow platform architecture, including workflows, configurations and integrations.
Proven experience in designing, streamlining and optimizing customer service processes.
Hands-on experience in Agile/Scrum methodologies, utilizing tools such as JIRA or ServiceNow Agile Development.
Knowledge of industry frameworks such as ITIL, COBIT or Six Sigma is a plus.
Exceptional communication skills with the ability to convey complex technical concepts to business stakeholders.