Job Description

Who You'll Work With:

Title: ServiceNow Business Process Consultant - CRM

What You'll Do:

As a ServiceNow CRM Business Process Consultant, you will serve as the voice of the business on ServiceNow CRM engagements and pre-sales activities across the customer and industry workflow portfolio, including Customer Service Management (CSM), Field Service Management (FSM), CPQ (Logik.io), Source to Pay, and Financial Services Operations (FSO). You will lead process discovery, design future-state business processes, and translate business needs into actionable requirements and user stories that guide solution delivery. You will engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence.

• Lead process discovery and design workshops to capture current-state processes, pain points, and future-state business process designs
• Translate business requirements into well-formed epics, user stories, and acceptance criteria for ServiceNow CRM workflows spanning customer service, field service, and quote-to-cash processes
• Develop process maps, personas, journey maps, and business process documentation that connect business outcomes to platform capabilities
• Partner with clients using a future-focused mindset to understand their business processes, technology landscape, and transformation goals, aligning ServiceNow capabilities to measurable outcomes
• Lead and participate in design workshops, testing, deployment readiness, and organizational change activities across enterprise and public sector accounts
• Advise on ServiceNow operating models, process governance, KPIs/metrics, and adoption strategies that sustain business value after go-live
• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with process-first alternatives
• Advise business stakeholders on process improvement opportunities, roadmap prioritization, adoption, and value realization
• Mentor teammates on requirements elicitation, story writing, process design, and workshop facilitation best practices
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow content, implementation approaches, and value propositions
• Contribute to practice development through delivery accelerators, process playbooks, thought leadership, and ServiceNow-focused client offerings
• Collaborate across ServiceNow CRM and adjacent workflows including CSM, FSM, CPQ (Logik.io), Source to Pay, FSO, AI, and CMDB/Data Foundations to deliver integrated platform solutions

What You'll Bring:

You are a seasoned ServiceNow business process practitioner who thrives in complex enterprise environments and has a track record of guiding organizations through transformational ServiceNow implementations.

• 3+ years of ServiceNow business process and functional consulting experience, with expertise in at least one of the following: CSM, FSM, CPQ (Logik.io), Source to Pay, or FSO
• Proven ability to drive alignment across business and technology stakeholders - facilitating decisions, resolving competing priorities, and keeping delivery focused on measurable business value and adoption
• Passion for leveraging the ServiceNow platform to streamline customer operations, improve customer and agent experiences, and bring visibility and control to front, middle, and back office processes
• Ability to communicate and build relationships at all levels of an organization - from process owners and platform teams to C-suite executives - translating technical and business concepts for both technical and non-technical audiences
• Strong consultative approach with the ability to assess process maturity, define future-state processes, manage client expectations, and deliver on tight schedules with high attention to detail
• Experience supporting solution design across multiple ServiceNow products, including process design, requirements management, testing, and organizational change
• Demonstrated ability to act as a trusted advisor and relationship manager to client stakeholders throughout engagement lifecycles
• Experience facilitating executive and practitioner workshops focused on process strategy, roadmap planning, and governance

Qualifications:

• At least 3 full-lifecycle ServiceNow implementations in the role of business process consultant, business analyst, or functional lead

Required Certifications:

• Certified System Administrator (CSA)
• CIS - Customer Service Management (CSM)
• Certified Business Process Analyst or equivalent process certification (e.g., Lean Six Sigma, BPMN)

Process & Platform Expertise:

• Strong functional knowledge of the ServiceNow platform (workspaces, playbooks, Flow Designer, case and work order lifecycles, knowledge management, and Reporting/Performance Analytics)
• Experience working with processes that span ServiceNow and adjacent enterprise systems such as CRM, ERP, telephony/CTI, procurement, and finance
• Excellent verbal and written communication skills with strong executive presence
• Experience leading executive stakeholder discussions, business case development, and value/ROI modeling
• Bachelor's degree or equivalent combination of education and professional experience preferred

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and targeted base pay salary ranges:

East Bay, San Francisco, Silicon Valley:

• Senior Consultant: $154,000-$189,000
• Principal: $190,000-$232,000

San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:

• Senior Consultant: $141,000-$173,000
• Principal: $174,000-$213,000

All other locations:

• Senior Consultant: $130,000-$159,000
• Principal: $160,000-$195,000

In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

We will accept applicants until September 30th or until the position is filled.

We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: [redacted].