Senior ServiceNow BPC: CSM & TPSM Transformation Lead

CDW; United States; À distance; USD 132 000 - 193 000; Plein temps

Résumé du poste

CDW is seeking a ServiceNow Business Process Consultant (BPC) for CSM and TPSM to lead future-state process design and enterprise Business Process Management across customer service, onboarding, and service delivery. You will translate business needs into scalable ServiceNow designs, guiding stakeholders toward best practices and standardized processes.

You will collaborate with stakeholders, architects, and ServiceNow professionals to ensure cohesive design and successful transformation of

Qualifications

• 10+ years of experience with ServiceNow OR 14 years of work experience with ServiceNow.
• 7+ years of business process consulting and analysis.
• 5+ years of hands-on functional experience designing ServiceNow solutions (CSM TPSM).
• Experience designing client onboarding processes using ServiceNow CSM/TPSM or workflows.

Responsabilités

• Lead discovery, strategy, and future-state process design workshops with business and technology stakeholders.
• Translate onboarding, onboarding, account management, and service delivery needs into ServiceNow CSM/TPSM designs.
• Document current-state processes, pain points, requirements, personas, and acceptance criteria.
• Design future-state customer service, case management, customer portal, self-service, and knowledge management processes.
• Provide functional leadership for CSM capabilities including account management, entitlements, notifications, dashboards, and integration with ITSM.

Connaissances

CSM experience

TPSM knowledge

Client onboarding

Process design

Workshop facilitation

Formation

Bachelor’s degree

Outils

IntegrationsHub

Description du poste

CDW is seeking a ServiceNow Business Process Consultant (BPC) for CSM and TPSM to lead future-state process design and enterprise Business Process Management across customer service, onboarding, and service delivery. You will translate business needs into scalable ServiceNow designs, guiding stakeholders toward best practices and standardized processes.

You will collaborate with stakeholders, architects, and ServiceNow professionals to ensure cohesive design and successful transformation of