Senior ServiceNow BPC — CSM/TPSM & Onboarding Lead

CO1000 CDW, LLC; Illinois; Hybrid; USD 132,000 - 193,000; Full time

Job summary

CDW is seeking a ServiceNow Business Process Consultant (BPC) – CSM & TPSM to lead functional design for the MyCDW transformation. You will translate customer service, onboarding, managed services, and account management requirements into scalable ServiceNow processes and designs.

You will partner with stakeholders and architects, challenge unnecessary customization, and define future-state operating models and onboarding workflows, ensuring best practices and enterprise-wide standards across

Qualifications

• 10+ years in business process consulting or enterprise transformation.
• Strong experience with ServiceNow CSM and TPSM implementations.
• Proven ability to translate requirements into design and user stories.

Responsibilities

• Lead discovery and future-state process design workshops with stakeholders.
• Document current-state processes, requirements, and acceptance criteria.
• Design future-state CSM and TPSM processes, including onboarding workflows.
• Provide leadership for ServiceNow CSM capabilities and TPSM extensions.
• Ensure designs align with enterprise standards and CSDM strategy.

Skills

CSM & TPSM expertise

Process design

Stakeholder facilitation

Client onboarding

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Job description

CDW is seeking a ServiceNow Business Process Consultant (BPC) – CSM & TPSM to lead functional design for the MyCDW transformation. You will translate customer service, onboarding, managed services, and account management requirements into scalable ServiceNow processes and designs.

You will partner with stakeholders and architects, challenge unnecessary customization, and define future-state operating models and onboarding workflows, ensuring best practices and enterprise-wide standards across