Sr. Business Process Consultant – CRM

About the Role 

We are seeking a Business Process Consultant (BPC) to join the NowNext CRM Execution Team. 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 playbooks and accelerators. 

• Support pre-sales and solutioning activities as needed. 

Qualifications & Experience 

Required 

• 5 years of consulting or business process analysis experience in CRM CSM or ERP transformations. 

• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash CPQ/CLM) Call Center/Service Manufacturing workflows or Field Service. 

• Hands-on experience with at least one major CRM/workflow platform: Salesforce Pega ServiceNow Dynamics Oracle or SAP. 

• 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 6090 days of hire if not already certified. 

• At least one Certified Implementation Specialist (CIS) certification in CSM FSM or Sales required within the first 612 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). 

• Salesforce certifications (Admin Service/Sales Cloud CPQ Consultant) or Pega BA/CSA certifications. 

• 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. 

Level Differentiation 

Senior Business Process Consultant 

• Leads workshops and requirement sessions for defined workstreams (e.g. CPQ/CLM order management service or field service). 

• Translates business requirements into user stories and acceptance criteria ensuring alignment with project goals. 

• Focuses on execution quality documentation and supporting UAT/adoption activities. 

• Typically 37 years of CRM/CSM consulting or process re-engineering experience. 

• Holds foundational certifications (ServiceNow CSA or Salesforce Admin; Pega BA/CSA) and is developing expertise in advanced modules. 

Principal Business Process Consultant 

• Acts as the process thought leader for customer engagements engaging with senior executives and sponsors. 

• Shapes end-to-end CRM transformation strategies (lead-to-cash CPQ/CLM service/field service) and ensures measurable business outcomes. 

• Oversees multiple workstreams coaches Senior Consultants and mitigates risks around scope or adoption. 

• Typically 812 years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations. 

• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales Salesforce Service/Sales Cloud Pega CSSA) and recognized for domain expertise. 

Success in this Role Looks Like 

• You design clear outcome-driven process solutions that deliver measurable improvements. 

• Customers achieve tangible results: 

• Reduced lead-to-cash cycle times. 

• Higher % of service requests resolved via AI agents. 

• Improved CSAT NPS and operational efficiency. 

• You ensure smooth collaboration between business and technical teams minimizing rework and scope creep. 

• You are recognized as a trusted advisor by customers helping shape their CRM transformation journey. 

Why Join Us 

As part of the NowNext CRM Execution Team youll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered end-to-end workflows. Youll apply your process consulting and CRM expertise to deliver value for lighthouse customers while helping establish the blueprint for the future of the CRM category. 

Qualifications :

To be successful in this role you have:

• Required 

• 5 years of consulting or business process analysis experience in CRM CSM or ERP transformations. 

• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash CPQ/CLM) Call Center/Service Manufacturing workflows or Field Service. 

• Hands-on experience with at least one major CRM/workflow platform: Salesforce Pega ServiceNow Dynamics Oracle or SAP. 

• 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 6090 days of hire if not already certified. 

• At least one Certified Implementation Specialist (CIS) certification in CSM FSM or Sales required within the first 612 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). 

• Salesforce certifications (Admin Service/Sales Cloud CPQ Consultant) or Pega BA/CSA certifications. 

• 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. 

• Level Differentiation 

  Senior Business Process Consultant 

• Leads workshops and requirement sessions for defined workstreams (e.g. CPQ/CLM order management service or field service). 

• Translates business requirements into user stories and acceptance criteria ensuring alignment with project goals. 

• Focuses on execution quality documentation and supporting UAT/adoption activities. 

• Typically 37 years of CRM/CSM consulting or process re-engineering experience. 

• Holds foundational certifications (ServiceNow CSA or Salesforce Admin; Pega BA/CSA) and is developing expertise in advanced modules. 

• Principal Business Process Consultant 

• Acts as the process thought leader for customer engagements engaging with senior executives and sponsors. 

• Shapes end-to-end CRM transformation strategies (lead-to-cash CPQ/CLM service/field service) and ensures measurable business outcomes. 

• Oversees multiple workstreams coaches Senior Consultants and mitigates risks around scope or adoption. 

• Typically 812 years of enterprise CRM/CSM consulting experience with proven track record of leading large-scale transformations. 

• Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales Salesforce Service/Sales Cloud Pega CSSA) and recognized for domain expertise. 

• Success in this Role Looks Like 

• You design clear outcome-driven process solutions that deliver measurable improvements. 

• Customers achieve tangible results: 

• Reduced lead-to-cash cycle times. 

• Higher % of service requests resolved via AI agents. 

• Improved CSAT NPS and operational efficiency. 

• You ensure smooth collaboration between business and technical teams minimizing rework and scope creep. 

• You are recognized as a trusted advisor by customers helping shape their CRM transformation journey. 

• Why Join Us 

  As part of the NowNext CRM Execution Team youll play a pivotal role in shaping how enterprises reimagine CRM with AI-powered end-to-end workflows. Youll apply your process consulting and CRM expertise to deliver value for lighthouse customers while helping establish the blueprint for the future of the CRM category. 

Additional Information :

Work Personas

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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 addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

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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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