ServiceNow CRM Specialist

Akkodis; Manchester; Hybrid; GBP 75,000 - 90,000; Full time

Job summary

Akkodis is seeking a senior consultant to shape customer workflow solutions across the UK. This role focuses on advising senior clients, shaping ServiceNow CRM/FSM solutions, and supporting the growth of the market offering rather than hands-on development.

You will engage with delivery teams and influence strategic outcomes while collaborating with cross-functional stakeholders across multiple client engagements.

Qualifications

• Experience with ServiceNow consulting, CRM transformation, or related business architecture.
• Proven ability to lead workshops and advise senior stakeholders.
• Comfort turning broad business problems into clear recommendations.

Responsibilities

• Lead discovery sessions with customer operations, service, and technology teams.
• Review journeys, processes and systems to identify improvement points for services.
• Turn findings into a transformation roadmap and business case.

Skills

ServiceNow consulting

CRM transformation

Business architecture

Customer operations

Tools

ServiceNow

Salesforce

DevOps

LESS

Job description

Salary: £75,000 - 90,000 per year

Requirements

• We need experience from ServiceNow consulting, CRM transformation, business architecture, or customer operations.
• We need a strong understanding of the ServiceNow platform, with ideally experience in CSM or FSM.
• We will also consider candidates with a strong Salesforce or wider CRM background, provided they have enough ServiceNow knowledge to speak confidently about the platform and its workflows.
• We need someone comfortable leading workshops, advising senior stakeholders, and turning broad business problems into clear recommendations.
• Experience developing roadmaps, business cases, or client proposals would be useful.
• ServiceNow certifications would be a bonus, but they are not essential.

Responsibilities

• We will lead discovery sessions with customer operations, service, and technology teams.
• We will review existing customer journeys, processes, and systems to identify where services are falling short.
• We will turn findings into a transformation roadmap and business case.
• We will help shape solutions using ServiceNow CSM or FSM, depending on the client and our background.
• We may help clients understand where ServiceNow fits alongside established CRM platforms such as Salesforce.
• We will ensure the right problem is being solved and that the proposed approach makes sense.
• We will help the client understand the value they should get from the solution.
• We will support proposals, presentations, and early conversations with prospective clients as the consultancy builds its customer workflow offering.

Technologies

• CRM
• Support
• Salesforce
• ServiceNow
• DevOps
• LESS

More

We are a large transformation consultancy building our capability in customer workflow and ServiceNow CRM ahead of expected client demand. This is a senior, UK-wide hybrid permanent role with a salary up to the high £90k range, plus bonus and benefits. The role is not hands-on development; we have delivery teams for implementation, while this position focuses on shaping the right solution, advising senior clients, and supporting the growth of our market offering. You can be based anywhere in the UK, with travel to one of our UK offices typically around once a month and additional client travel at key project milestones.

last updated 36 week of 2026