Principal Business Process Consultant, ServiceNow Product (CSA, CSM, FSM)

ServiceNow; Addison (TX); Remote; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Principal Business Process Consultant, where your expertise will drive customer success on a leading cloud platform. This role involves guiding clients through complex business transformations, leveraging innovative technology to enhance their operations. You'll collaborate with diverse teams, influence decision-making, and ensure that customers maximize their investments. With a focus on process improvement and customer satisfaction, this position offers a unique opportunity to impact businesses globally while working in a flexible and inclusive environment. If you're passionate about technology and customer outcomes, this is the perfect role for you.

Benefits

Competitive Compensation

Generous Benefits

Professional Development Opportunities

Flexible Work Environment

Collaborative Culture

Qualifications

• 8+ years of consulting experience with complex, global organizations.
• Strong communication and presentation skills with a customer-centric attitude.
• Experience with AI integration in business processes.

Responsibilities

• Lead customer engagements to define and improve business processes.
• Support customers in utilizing ServiceNow products effectively.
• Draft user stories and facilitate customer acceptance of solutions.

Skills

AI Integration

Consulting Experience

Customer Service

Field Service Delivery

Business Process Definition

Agile Development

Communication Skills

Interpersonal Skills

Problem Solving

Team Building

Education

Bachelor's Degree

ServiceNow Certified System Administrator

Tools

Salesforce

SAP

Oracle

Visio

PowerPoint

Word

Job description

Principal Business Process Consultant, ServiceNow Product (CSA, CSM, FSM)

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Remote

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Pr. Business Process Consultant, Customer and Industries Workflow is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

1. Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization.
2. Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders.
3. Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes.
4. Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral.
5. Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution.
6. Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
7. Guides and advocates for the customer’s needs throughout the engagement.
8. Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources.
9. Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement.
10. Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
11. Prepare all customer-facing deliverables focused on process.
12. Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.
13. Up to 50% travel annually, driven by customer needs and internal meetings.

In order to be successful in this role, we need someone who has:

1. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
2. At least 8 years of consulting experience for complex, global organizations.
3. Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
4. Proven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology.
5. Strong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony, etc.
6. Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development.
7. Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
8. Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design.
9. Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.
10. Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
11. A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
12. Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint).
13. Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business priorities.
14. Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
15. Proven team player and team builder.
16. ServiceNow Certified System Administrator.
17. Field Service Management (FSM) Implementor.

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [emailprotected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.