Remote ServiceNow BPC: CSM/TPSM Transformation Leader

Ladders; United States; Remote; USD 132,000 - 193,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with company match

Generous paid time off and holiday

Professional development and training

Flexible work arrangements

Job summary

Ladders is seeking a ServiceNow Business Process Consultant (CSM/TPSM) to shape future-state service delivery processes. This remote role partners with business and technology stakeholders to translate customer service needs into scalable designs and best practices across teams.

Ideal candidates have extensive ServiceNow experience and strong consulting background in enterprise transformation, with hands-on TPSM and CSM design expertise.

Qualifications

• Bachelor’s degree in a related field.
• 10+ years of ServiceNow experience or 14+ years of relevant work experience.
• 7+ years in business process consulting, functional consulting, or enterprise transformation.
• 5+ years designing platform solutions, particularly in Customer Service Management (CSM).
• Strong knowledge of Technology Provider Service Management (TPSM).
• Experience designing customer onboarding processes using CSM/TPSM.

Responsibilities

• Lead workshops to define future-state processes with business and technology stakeholders.
• Translate service delivery needs into scalable customer service and technology provider service management designs.
• Document current-state processes, pain points, and business requirements.
• Design customer service and case management processes within the platform.
• Provide functional leadership for platform capabilities and integrations.
• Identify opportunities to simplify and standardize service processes.
• Facilitate decision-making across business units to align on best practices.

Skills

Stakeholder facilitation

Process mapping

Enterprise transformation

Workshops facilitation

Functional leadership

Education

Bachelor’s degree in CS/MS/MIS/IT/Engineering/Math

Tools

ServiceNow

CSM

TPSM

Job description

Ladders is seeking a ServiceNow Business Process Consultant (CSM/TPSM) to shape future-state service delivery processes. This remote role partners with business and technology stakeholders to translate customer service needs into scalable designs and best practices across teams.

Ideal candidates have extensive ServiceNow experience and strong consulting background in enterprise transformation, with hands-on TPSM and CSM design expertise.