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ServiceNow Business Process Consultant – CSM
Job summary
A global IT organization is seeking a ServiceNow Business Process Consultant (CSM – Retail) for a 6-month remote contract. The ideal candidate will have fluency in German, experience with ServiceNow CSM, and knowledge of Retail Task Management processes. Responsibilities include analyzing business requirements and collaborating with stakeholders to implement solutions using the ServiceNow platform.
Qualifications
- Fluent in German.
- Experience with ServiceNow CSM.
- Understanding of Retail Service Management.
Responsibilities
- Analyze and map business requirements to ServiceNow CSM capabilities.
- Design and optimize end-to-end service processes in Retail.
- Collaborate with teams to translate business needs.
Skills
Tools
Job Title: ServiceNow Business Process Consultant (CSM – Retail)
Location: EU - Remote
Duration: 6 months
Language Requirement: German-speaking preferred
Our client, a global IT organization, are hiring a ServiceNow Business Process Consultant (BPC) to join the team remotely on a six-month contract. With deep expertise in Customer Service Management (CSM) and exposure to Retail Service Management, the successful candidate will support a strategic project aimed at transforming Retail Task Management processes using the ServiceNow platform.
- Analyze and map business requirements to ServiceNow CSM capabilities.
- Design, document and optimize end-to-end service processes, especially in the context of Retail Task Management.
- Collaborate with technical teams and stakeholders to translate business needs into scalable ServiceNow solutions.
- Guide clients through best practices in Retail Service Management and CSM configurations.
- Facilitate workshops, gather feedback and lead business process improvements.
- Ensure alignment with industry standards and ServiceNow CSM frameworks.
- Fluency in German.
- Proven experience as a Business Process Consultant working with ServiceNow CSM.
- Strong knowledge of Retail Task Management and Retail Service Management use cases.
- Ability to bridge the gap between business needs and technical implementation.
- Skilled in stakeholder engagement, requirement gathering and process documentation.
- Familiarity with ServiceNow’s Industry Frameworks and Service Model Foundation.
- Prior consulting experience in Retail or similar industry verticals is a bonus.
- ServiceNow certifications (e.g. Certified Implementation Specialist – CSM).
- Understanding of the ServiceNow platform’s broader capabilities (e.g. App Engine, Reporting).
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.
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