ServiceNow Customer Workflows Transformation Lead

Akkodis; Greater London; Hybrid; GBP 85,000 - 100,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

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.

Responsibilities

• 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.

Skills

ServiceNow

CRM transformation

Stakeholder engagement

Workshop facilitation

Business architecture

Roadmap development

Tools

CSM

FSM

Job description

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.