About the Role We are seeking a Business Process Consultant (BPC) to join the CRM and Industry Workflow Team as a part of Expert Services. 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 of playbooks and accelerators. • Support pre-sales and solutioning activities as needed. Qualifications Required • 7+ years of consulting or business process analysis experience on the ServiceNow platform, preferably CRM and Industry products such as CSM, FSM, SOM, and industry workflows. • Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Customer Call Center/Service, Field Service. • 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). • 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. 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.