Full-Time Senior Business Process Consultant, CRM (Secret Clearance)

The Senior Business Process Consultant, CRM and Industry Workflows is the functional and process expert of a customer engagement team. Consults with customers and guides them in transitioning business requirements to configuration requirements of ServiceNow Customer and Industries products. Goal: accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in how to best support using ServiceNow products.
• Process definition, re-engineering, improvement and gap analysis.
• Lead customers in their efforts to take advantage of ServiceNow capabilities.
• Lead customer design workshops.
• Support key customer process owners/SMEs to obtain business requirements.
• Guide customers in completing required documentation.
• Draft functionality-focused user stories and acceptance criteria.
• Implement the latest ServiceNow AI offerings.
• Support internal unit testing.
• Drive customer unit and user-acceptance testing requirements.
• Prepare all customer-facing deliverables focused on process.
• Collaborate with the engagement manager to monitor for scope creep.
• Up to 50% travel annually.

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

• At least Five years of consulting experience.
• 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.
• 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.
• Solid experience in converting business requirements to configuration requirements by authoring user stories.
• Strong capabilities in forging trust and engaging audiences.
• Excellent communication skills (both written and verbal).
• Proven team player and team builder.
• Active Secret clearance is required.
• Certification Requirements (within first 90 days): ServiceNow Certified System Administrator, Customer Service Management (CSM) Implementor, Field Service Management (FSM) Implementor

What is the last date for applying to the job?

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