Servicenow CRM Transformation Consultant

Akkodis; Greater London; Hybride; GBP 85 000 - 100 000; Plein temps

Avantages offerts par ce poste

Bonus

Benefits

Résumé du poste

Modis is seeking a Senior Consultant to drive customer-workflow transformations using ServiceNow within a CRM context. You will work with business and technology stakeholders to define operating models, build roadmaps, and shape programmes from early opportunities through to implementation.

You'll engage in workshops, assess operating models, and develop business cases that deliver measurable outcomes, with a focus on customer service processes and service delivery transformation.

Qualifications

• Senior consultant with enterprise-level transformation experience.
• Strong understanding of customer service processes and CRM landscapes.
• Experience facilitating workshops with business and technology stakeholders.

Responsabilités

• Lead workshops with customer service, operations and technology teams.
• Map customer journeys and service processes to identify improvement opportunities.
• Build transformation roadmaps and business cases for client engagements.
• Advise on how ServiceNow adds value within CRM, and contribute to proposals/pre-sales.

Connaissances

ServiceNow

CRM transformation

Stakeholder engagement

Workshop facilitation

Business architecture

Roadmap development

Outils

CSM

FSM

Description du poste

UK Wide Hybrid | Permanent | £85,000-£100,000 + Bonus + Benefits

Most ServiceNow hiring focuses on the platform. This role is different.

We're looking for someone who understands how customer service organisations actually work. Someone who can walk into a business, understand the challenges their customer-facing teams are experiencing, and help design a better way of operating.

ServiceNow may be the technology, but the real focus is on customer transformation.

Working with a major transformation consultancy, you'll help clients rethink how they manage customer interactions, case handling, service delivery and operational performance, whilst shaping how ServiceNow supports those ambitions.

The Opportunity

ServiceNow's Customer Workflows proposition is growing rapidly, and organisations are increasingly looking beyond traditional CRM platforms to improve customer operations.

As a senior consultant, you'll work with business and technology stakeholders to understand current-state challenges, define future-state operating models and develop transformation roadmaps that deliver measurable outcomes.

You'll be involved from the earliest stages of engagement, helping clients identify opportunities, build business cases and shape programmes before implementation teams are brought in.

What You'll Be Doing

• Leading workshops with customer service, operations and technology teams
• Mapping customer journeys and service processes
• Assessing customer operating models and identifying improvement opportunities
• Building transformation roadmaps and business cases
• Advising clients on where ServiceNow can add value within their wider CRM landscape
• Supporting proposals, pre-sales activities and client presentations
• Helping grow the consultancy's Customer Workflow and CRM capabilityProjects could cover:

Projects could cover:

• Customer Service Management (CSM)
• Case Management
• Contact Centre Transformation
• Customer Self-Service
• Omnichannel Service Operations
• Workflow Automation
• Field Service Transformation
• Customer Experience Improvement

What We're Looking For

We're open to a variety of backgrounds.

You may currently be working as a:

• ServiceNow Consultant
• CRM Transformation Consultant
• Business Architect
• Service Architect
• Customer Operations Consultant
• Customer Experience Consultant
• Solution Architect
• Management Consultant

We'd particularly like to speak with people who combine strong stakeholder engagement skills with an understanding of customer service processes and technology-enabled transformation.

Experience with ServiceNow is important, although we're not expecting expertise across every module. Exposure to Customer Service Management (CSM), Field Service Management (FSM) or wider Customer Workflows would be highly beneficial.

Candidates from Salesforce, Dynamics or broader CRM consulting backgrounds are also encouraged to apply if they have some ServiceNow exposure and are interested in developing further in that space.

Why Join?

This is an opportunity to help define a growing capability rather than simply deliver against an established playbook.

You'll work alongside experienced transformation professionals, engage directly with senior client stakeholders and play a visible role in shaping how the consultancy approaches customer transformation within the ServiceNow ecosystem.

For someone who enjoys solving business problems, influencing strategy and working with clients at the front end of programmes, this offers a genuine step away from pure implementation and into advisory-led consulting.

Location

Location: UK Wide Hybrid

Salary

Salary: Up to £100,000 + Bonus + Benefits

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.