Principal Business Process Consultant, CRM and Industry Workflows

The Team

The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Principal Business Process Consultant, CRM and Industry Workflows is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization
• Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes
• Lead customer design workshops
• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Guides and advocates for the customer’s needs throughout the engagement
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Prepare all customer-facing deliverables focused on process
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
• Up to 50% travel annually, driven by customer needs and internal meetings

In order to be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• At least 8 years of consulting experience for complex, global organizations preferably federal, state or local governments
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Strong understanding and ability to consult on data compliance standards such as PII/PHI
• Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony, etc…
• Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
• Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• United States Citizenship is required

· Certification Requirements (within first 90 days):

• ServiceNow Certified System Administrator
• Customer Service Management (CSM) Implementor
• Field Service Management (FSM) Implementor

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 globaltalentss@servicenow.com 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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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.