Full-Time Senior Business Process Consultant, CRM

• Consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products.
• Goal of accelerating and driving customer business outcomes.

• 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.
• Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• 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.

• At least 5 years of consulting experience for complex, global organizations preferably federal, state or local governments.
• Demonstrated ability to influence and consult in a Customer Service and/or Field Service Delivery / Shared Services environment.
• 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.
• Active Secret Clearance is required

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