Sr. Business Process Consultant - CRM

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About the Role
We are seeking a Business Process Consultant (BPC) to join the NowNext CRM Execution Team. As the process expert and trusted advisor, you will engage directly with business stakeholders to analyze, design, and optimize end-to-end workflows across sales, CPQ/CLM, order management, customer service, field service, and AI-driven use cases.
You will bridge the gap between business needs and technical delivery, ensuring that solutions built on the ServiceNow Now Platform - and integrated with systems like Salesforce, Pega, Dynamics, Oracle, or SAP - deliver measurable outcomes. This role is ideal for experienced CRM/CSM consultants with strong process re-engineering and change management skills, and the ability to influence senior leaders while collaborating closely with technical teams.
Key Responsibilities

• Consult & Advise

• Serve as the functional and process expert during customer engagements.

• Guide customers on configuration vs. customization and adoption of best practices.

• Advise senior leaders on process optimization and AI/automation opportunities.

• Requirements & Solution Design

• Lead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflows.

• Translate requirements into business requirement workbooks, user stories, acceptance criteria, and test plans.

• Define KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.).

• Cross-Functional Collaboration

• Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions.

• Support unit testing, UAT, and customer validation, ensuring business objectives are met.

• Monitor for scope creep and align with engagement managers to resolve issues.

• Process Improvement & Change Management

• Analyze processes to identify areas for automation, AI agent adoption, and continuous improvement.

• Develop adoption strategies, training materials, and change management plans to ensure successful rollout.

• Ensure user experience is prioritized - with logical flows, accessibility, and ease of use.

• Thought Leadership & Continuous Learning

• Stay current on ServiceNow capabilities, CRM/CSM trends, and AI innovations.

• Share best practices internally and externally, contributing to delivery playbooks and accelerators.

• Support pre-sales and solutioning activities as needed.

Qualifications & Experience
Required

• 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations.

• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service.

• Hands-on experience with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP.

• Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons.

• Strong experience converting business requirements into functional and configuration requirements.

• Proficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes).

• Excellent stakeholder engagement, facilitation, and communication skills.

Certification Requirements

• ServiceNow Certified System Administrator (CSA) - required within 60-90 days of hire if not already certified.

• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales - required within the first 6-12 months of hire, depending on project alignment.

• Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.

Preferred

• ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days).

• Salesforce certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications.

• Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI).

• Industry expertise in telecom, financial services, insurance, or public sector.

• Familiarity with NowCreate methodology and Agile/SAFe delivery practices.

• Willingness to travel up to 50% based on customer needs.

Level Differentiation
Senior Business Process Consultant

• Leads workshops and requirement sessions for defined workstreams (e.g., CPQ/CLM, order management, service, or field service).

• Translates business requirements into user stories and acceptance criteria, ensuring alignment with project goals.

• Focuses on execution quality, documentation, and supporting UAT/adoption activities.

• Typically 3-7 years of CRM/CSM consulting or process re-engineering experience.

• Holds foundational certifications (ServiceNow CSA or Salesforce Admin; Pega BA/CSA) and is developing expertise in advanced modules.

Principal Business Process Consultant

• Acts as the process thought leader for customer engagements, engaging with senior executives and sponsors.

• Shapes end-to-end CRM transformation strategies (lead-to-cash, CPQ/CLM, service/field service) and ensures measurable business outcomes.

• Oversees multiple workstreams, coaches Senior Consultants, and mitigates risks around scope or adoption.

• Typically, 8-12+ years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations.

• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, Salesforce Service/Sales Cloud, Pega CSSA) and recognized for domain expertise.

Success in this Role Looks Like

• You design clear, outcome-driven process solutions that deliver measurable improvements.

• Customers achieve tangible results:

• Reduced lead-to-cash cycle times.

• Higher % of service requests resolved via AI agents.

• Improved CSAT, NPS, and operational efficiency.

• You ensure smooth collaboration between business and technical teams, minimizing rework and scope creep.

• You are recognized as a trusted advisor by customers, helping shape their CRM transformation journey.

Why Join Us?
As part of the NowNext CRM Execution Team, you'll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered, end-to-end workflows. You'll apply your process consulting and CRM expertise to deliver value for lighthouse customers while helping establish the blueprint for the future of the CRM category.
Qualifications
To be successful in this role you have:

• Required
• 5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations.
• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service.
• Hands-on experience with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP.
• Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons.
• Strong experience converting business requirements into functional and configuration requirements.
• Proficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes).
• Excellent stakeholder engagement, facilitation, and communication skills.
• Certification Requirements
• ServiceNow Certified System Administrator (CSA) - required within 60-90 days of hire if not already certified.
• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales - required within the first 6-12 months of hire, depending on project alignment.
• Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.
• Preferred
• ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days).
• Salesforce certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications.
• Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI).
• Industry expertise in telecom, financial services, insurance, or public sector.
• Familiarity with NowCreate methodology and Agile/SAFe delivery practices.
• Willingness to travel up to 50% based on customer needs.
• Level Differentiation
  Senior Business Process Consultant
• Leads workshops and requirement sessions for defined workstreams (e.g., CPQ/CLM, order management, service, or field service).
• Translates business requirements into user stories and acceptance criteria, ensuring alignment with project goals.
• Focuses on execution quality, documentation, and supporting UAT/adoption activities.
• Typically 3-7 years of CRM/CSM consulting or process re-engineering experience.
• Holds foundational certifications (ServiceNow CSA or Salesforce Admin; Pega BA/CSA) and is developing expertise in advanced modules.
• Principal Business Process Consultant
• Acts as the process thought leader for customer engagements, engaging with senior executives and sponsors.
• Shapes end-to-end CRM transformation strategies (lead-to-cash, CPQ/CLM, service/field service) and ensures measurable business outcomes.
• Oversees multiple workstreams, coaches Senior Consultants, and mitigates risks around scope or adoption.
• Typically, 8-12+ years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations.
• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, Salesforce Service/Sales Cloud, Pega CSSA) and recognized for domain expertise.
• Success in this Role Looks Like
• You design clear, outcome-driven process solutions that deliver measurable improvements.
• Customers achieve tangible results:
• Reduced lead-to-cash cycle times.
• Higher % of service requests resolved via AI agents.
• Improved CSAT, NPS, and operational efficiency.
• You ensure smooth collaboration between business and technical teams, minimizing rework and scope creep.
• You are recognized as a trusted advisor by customers, helping shape their CRM transformation journey.
• Why Join Us?
  As part of the NowNext CRM Execution Team, you'll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered, end-to-end workflows. You'll apply your process consulting and CRM expertise to deliver value for lighthouse customers while helping establish the blueprint for the future of the CRM category.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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