ServiceNow Business Process Consultant

ZipRecruiter; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A consulting firm based in the UK is seeking an experienced ServiceNow Business Process Consultant for a high-impact transformation project. This contract role focuses on improving customer service processes using the CSM module. Responsibilities include analyzing and redesigning processes, leading discovery sessions, and collaborating with stakeholders. Ideal candidates have a strong background in ServiceNow CSM and business process mapping. The role is remote with some on-site requirements and offers £550 per day.

Qualifications

• Proven experience in ServiceNow CSM.
• Strong background in business process mapping and optimisation.
• Confident working with stakeholders and delivery teams.
• Familiar with agile or iterative delivery environments.

Responsibilities

• Analyse, map, and redesign customer service processes.
• Lead discovery sessions and define business requirements.
• Work with ServiceNow delivery teams to ensure platform alignment.
• Support testing, documentation, and user adoption.

Skills

ServiceNow CSM

Business process mapping

Stakeholder engagement

Agile methodologies

Job description

Job Description

Do you love all things process?

Are you passionate about shaping how ServiceNow is delivered to customers?

Morela is proud to be supporting our client in their search for an experienced ServiceNow Business Process Consultant to play a key role in a high-impact transformation project.

Contract Role – ServiceNow Business Process Consultant (CSM)

UK-Based (Remote with some on-site)

3-Month Initial Contract (Extension Likely)

Outside IR35

£550 per day

ASAP Start

Our client is delivering a major ServiceNow programme and needs a consultant who can own and improve end-to-end customer service processes using the CSM module. You’ll work closely with stakeholders, map workflows, and ensure the platform truly supports the business.

Key Responsibilities:

• Analyse, map, and redesign customer service processes
• Lead discovery sessions and define business requirements
• Work with ServiceNow delivery teams to ensure platform alignment
• Support testing, documentation, and user adoption

Experience Needed:

• Proven experience in ServiceNow CSM
• Strong background in business process mapping and optimisation
• Confident working with stakeholders and delivery teams
• Familiar with agile or iterative delivery environments

Message me or send your CV (Word format) to [e-mail] for more info or immediate consideration.