ServiceNow CSM Business Process Consultant Jobs

ServiceNow Technical Architect – CSM (Customer Service Management)
Location: Remote (Germany-based Retail Client)
Language Requirement: Fluent in German and English
Job Type: Contract / Freelance 
Start Date: ASAP


Our client are hiring a highly skilled and experienced ServiceNow Technical Architect with deep, hands-on expertise in Customer Service Management (CSM) to support a leading retail client in Germany. This role demands both strategic leadership and strong technical execution to drive complex ServiceNow implementations in a dynamic, customer-facing environment.

As the Technical Architect, you will be responsible for shaping and delivering end-to-end ServiceNow CSM solutions while collaborating closely with business stakeholders, developers, and cross-functional teams. This is a remote role; however, fluency in German is essential due to the client-facing nature of the project.


Responsibilities

• Act as the technical lead and architect for the full lifecycle of CSM implementations and enhancements.
• Translate business requirements into well-architected, scalable and performant ServiceNow solutions.
• Provide hands-on configuration, scripting and integration work within the ServiceNow platform.
• Collaborate with Product Owners, Process Owners, Developers and other Architects to ensure design consistency and platform best practices.
• Lead technical workshops and solution architecture sessions with stakeholders.
• Provide governance and design oversight across CSM workflows, case management, virtual agents, knowledge management and customer portals.
• Ensure platform performance, security and compliance with enterprise standards.
• Proactively identify technical risks and develop mitigation strategies.
• Provide mentorship to junior ServiceNow developers and support knowledge transfer to internal teams.

Skillset

• Fluent in German (C1+) and English.
• 5+ years of hands-on experience as a ServiceNow Technical Architect, with a strong recent focus on CSM.
• Proven track record delivering complex, high-volume CSM projects in enterprise or retail environments.
• Deep understanding of the ServiceNow platform architecture, capabilities and data model.
• Expert-level hands-on knowledge of ServiceNow Studio and Application Scoping, CSM modules, IntegrationHub, Flow Designer, REST/SOAP integrations, Service Portal customization and UI policies/scripts
• Familiarity with ITSM, FSM, or other ServiceNow modules is a plus.
• ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist – CSM is a plus.
• Experience working with large-scale retail customers or B2C service environments is a bonus.
• Exposure to Agile/Scrum project methodologies.
• Previous experience leading offshore/nearshore development teams.

Contact ailsa@alldus.com for more details. 

Job Title: Project Lead / ServiceNow Business Process Consultant
Contract: 3-Month Rolling
Location: Remote
Start Date: ASAP


Our client, a Prestigious High-Priority Customer, is hiring a skilled CSM Project Lead / ServiceNow Consultant to deliver a high-impact project for a key enterprise client. This role combines hands-on ServiceNow expertise with project leadership, driving process optimisation and ensuring successful delivery.


Responsibilities

• Lead ServiceNow CSM implementation.
• Analyse and improve business processes using ServiceNow best practices.
• Leading project from Business Process & Functional expert level
• Manage stakeholders, timelines and project risks.

Skillset

• Strong experience in ServiceNow consultancy and project leadership.
• Deep understanding of ServiceNow modules and ITIL processes.
• Excellent communication and stakeholder management skills.
• Relevant ServiceNow certifications preferred.

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.

Our client, a global tech leader, are hiring a ServiceNow Business Process Consultant to join the team remotely on a contract basis. With a background in HRSD and CSM, the successful candidate will be instrumental in designing and configuring solutions across multiple modules, working closely with cross-functional teams to ensure successful delivery.


Responsibilities

• Apply standard branding using Service Portal Designer within Employee Center Pro.

• Customize standard page layouts and rearrange widgets as needed.

• Set up the App Launcher to include five standard external applications.

• Enable Virtual Agent with out-of-the-box conversations and up to two custom topics.

• Configure the standard Now Mobile store application.

• Update the mobile app to support all relevant ServiceNow solutions.

• Implement standard 'Conversational Integration with Slack' available in the ServiceNow Store.

• Deliver up to 20 hours of configuration services, which includes installation and activation of Virtual Agent and required plugins, setup of standard system properties, and application of standard branding options.

Skillset

• Demonstrated expertise in ServiceNow consulting and solution implementation.

• In-depth knowledge of Employee Center Pro, Now Mobile, Conversational Integrations and Virtual Agent capabilities.

• Strong communication skills with a proven ability to collaborate effectively with cross-functional teams in remote work environments.

• Possession of current ServiceNow certifications  including CSA, CAD & CIS-HRSD

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.

• 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 tech leader, are hiring a ServiceNow Business Process Consultant to join the team remotely on a contract basis. With a background in HRSD and CSM, the successful candidate will be instrumental in designing and configuring solutions across multiple modules, working closely with cross-functional teams to ensure successful delivery.


Responsibilities

• Apply standard branding using Service Portal Designer within Employee Center Pro.

• Customize standard page layouts and rearrange widgets as needed.

• Configure key features including curated experiences, mega menu, taxonomy, AI Search, action items widget, "Employees To-Do" page and cross-channel favorites.

• Set up the App Launcher to include five standard external applications.

• Enable Virtual Agent with out-of-the-box conversations and up to two custom topics.

• Configure the standard Now Mobile store application.

• Update the mobile app to support all relevant ServiceNow solutions.

• Implement standard 'Conversational Integration with Slack' available in the ServiceNow Store.

• Deliver up to 20 hours of configuration services, which includes installation and activation of Virtual Agent and required plugins, setup of standard system properties, and application of standard branding options.

Skillset

• Demonstrated expertise in ServiceNow consulting and solution implementation.

• In-depth knowledge of Employee Center Pro, Now Mobile, Conversational Integrations and Virtual Agent capabilities.

• Strong communication skills with a proven ability to collaborate effectively with cross-functional teams in remote work environments.

• Possession of current ServiceNow certifications is required.

Our client is a global IT service provider and they are hiring a ServiceNow Business Process Consultant to join their team on a contract basis. The successful candidate will join a high-performing team, responsible for delivering process improvement for their clients.


Responsibilities

• Develop and maintain a strong working relationship with clients and understand their business challenges and propose optimal solutions.

• Conduct comprehensive needs analyses to understand client requirements.

• Establish project specifications and identify appropriate solutions to address business challenges.

• Gather and analyze business data using industry-specific knowledge.

• Gain insights into the client's business organization and operational structure.

• Lead business process definition, re-engineering, improvement, and gap analysis workshops with key client sponsors and stakeholders.

• Guide clients on best practices and ensure alignment with their business objectives.

• Manage and communicate process and business requirements to the delivery team.

• Ensure proposed solutions align with client expectations and requirements.

• Provide support, training, and mentoring to team members to enhance their skills and knowledge.

Skillset

• Bachelor’s degree in business administration, Management Information Systems or similar.

• Certified ServiceNow Administrator, Application Developer, Implementation Specialist (CSA, CAD, CIS); Certified Implementation Specialist - ITSM, CSM, ITOM (preferred).

• 5 years’ ServiceNow experience in process definition, improvement and re-engineering

• 5 years’ ServiceNow experience in developing requirements documentation, project artifacts and process documents.

• 2 years’ recent ServiceNow experience as part of multiple implementation projects; experience in process definition and improvement; demonstrated experience developing requirements, creating Agile Stories, project artifacts, workshop templates, etc.

• Proven experience in communicating complex ideas with stakeholders and building collaborative relationships.

• Experience with ServiceNow platform technologies.

• ITIL v3 or v4 Certification preferred.

• Business Process Management (BPM) training/certification preferred.

• Agile Scrum Master Business Process Management (BPC) training/certification is a plus.
   

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.