ServiceNow (CSM) Business Process Consultant Jobs

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  • 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.

  • Our client, an established software provider, are hiring a ServiceNow SPM Functional Lead to join the team on a contract basis in Dallas, TX. The successful candidate will design and configure solutions on the ServiceNow platform, lead projects to ensure successful delivery and transform business needs into scalable, efficient and user-centric ServiceNow applications.


    Responsibilities

    • Partner with business stakeholders to elicit, define and document comprehensive business requirements.

    • Design and deploy ServiceNow solutions that align with organizational objectives and adhere to industry standards.

    • Configure and tailor key ServiceNow modules, including Service Portfolio Management (SPM), HR Service Delivery (HRSD), Customer Service Management (CSM), IT Operations Management (ITOM) and Security Operations (SecOps).

    • Act as the subject matter expert on ServiceNow functionality, offering advice on best practices and system limitations.

    • Collaborate with development teams to convert functional requirements into precise technical specifications.

    • Oversee solution testing, validation and quality assurance to guarantee successful implementation.

    • Conduct user training and facilitate change management to support adoption and process improvements.

    • Keep up to date with ServiceNow platform enhancements, new capabilities and industry developments, recommending improvements proactively.



    Skillset

    • Demonstrated experience as a ServiceNow Functional Consultant or in a comparable role delivering projects from initiation to completion.

    • In-depth expertise with ServiceNow modules such as SPM, HRSD, CSM, ITOM, SecOps and associated workflows.

    • Comprehensive understanding of IT Service Management (ITSM) processes and recognized industry best practices.

    • Proven ability to gather requirements, perform business analysis and manage stakeholder relationships effectively.

    • Practical experience in configuring and customizing ServiceNow workflows, forms, business rules and UI policies.

    • Strong communication and interpersonal skills, capable of engaging with a broad range of stakeholders.

    • Experience in project management activities including planning, scheduling, risk mitigation, and reporting.

    • Skilled in delivering user training and leading change management efforts.

    • Excellent analytical thinking, problem-solving abilities and thorough documentation skills.

    • Possession of ServiceNow Certified System Administrator or other relevant certifications is a bonus.

  • Job Title: ServiceNow Business Process Consultant (CSM – Retail)
    Location: EU - Remote 
    Duration: 6 months 
    Language Requirement: German-speaking preferred


    Our client, a global IT organization, are hiring a ServiceNow Business Process Consultant (BPC) to join the team remotely on a six-month contract. With deep expertise in Customer Service Management (CSM) and exposure to Retail Service Management, the successful candidate will support a strategic project aimed at transforming Retail Task Management processes using the ServiceNow platform.


    Responsibilities

    • Analyze and map business requirements to ServiceNow CSM capabilities.
    • Design, document and optimize end-to-end service processes, especially in the context of Retail Task Management.
    • Collaborate with technical teams and stakeholders to translate business needs into scalable ServiceNow solutions.
    • Guide clients through best practices in Retail Service Management and CSM configurations.
    • Facilitate workshops, gather feedback and lead business process improvements.
    • Ensure alignment with industry standards and ServiceNow CSM frameworks.


    Skillset
    • Fluency in German.
    • Proven experience as a Business Process Consultant working with ServiceNow CSM.
    • Strong knowledge of Retail Task Management and Retail Service Management use cases.
    • Ability to bridge the gap between business needs and technical implementation.
    • Skilled in stakeholder engagement, requirement gathering and process documentation.
    • Familiarity with ServiceNow’s Industry Frameworks and Service Model Foundation.
    • Prior consulting experience in Retail or similar industry verticals is a bonus.
    • ServiceNow certifications (e.g. Certified Implementation Specialist – CSM).
    • Understanding of the ServiceNow platform’s broader capabilities (e.g. App Engine, Reporting).
  • 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).



    If this sounds like the role for you, apply now in the link below or email your resume directly to rhiannon@alldus.com for consideration.

  • Our client, a global IT Consulting organization, are hiring a ServiceNow Presales Solution Consultant to join their team in London. The successful candidate will drive enterprise-wide transformations, manage relationships with C-level executives and create innovative solutions that elevate the digital experience.


    Responsibilities

    • As the ServiceNow Presales Solution Consultant, you will lead sales and business development initiatives, uncovering new opportunities for ServiceNow solutions.

    • Lead the pre-sales journey, from crafting proposals to negotiating contracts and securing sign-offs.

    • Partner with sales teams to define and present ServiceNow solutions to potential clients.

    • Serve as a trusted advisor to senior stakeholders, including C-suite executives and IT leaders.

    • Build and maintain strong relationships with ServiceNow leadership and strategic partners for seamless collaboration.

    • Collaborate with key business functions (e.g. HR, IT, customer service) to customize ServiceNow solutions for their specific needs.

    • Stay up to date on market trends and ensure ServiceNow offerings are aligned with evolving business needs.



    Skillset

    • Master’s or Bachelor's degree in Information Technology or similar.

    • Extensive knowledge of ITSM, ITOM, CSM, HRSD, Employee Service Center, Case & Knowledge Management and Performance Analytics.

    • Proficient in system integration, data migration, automation, scripting and ServiceNow customization.

    • Understanding of HR processes, employee engagement strategies and workflow design.

    • Skilled in mapping customer journeys, improving service delivery and boosting customer satisfaction.

    • Experienced in demonstrating the value of ServiceNow and advising clients on strategic implementation.

    • Strong problem-solving abilities, with a knack for assessing business needs and proposing effective solutions.

    • Proven experience in driving adoption of new technology and training end-users for smooth transitions.

    • Capable of engaging with stakeholders up to the CXO level, simplifying technical concepts for non-technical audiences, and fostering collaboration across teams.

    • Preferred Certifications: ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), ServiceNow Certified Application Developer (CAD), Customer Service Management (CSM) / CRM, Human Resources Service Delivery (HRSD).



    Benefits

    • Competitive Salary

    • Comprehensive benefits package.

    • Hybrid and flexible working options.

    • Employee well-being support.

    • Performance-based bonus.



    Interested? Apply Today!

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