Senior ServiceNow CSM/TPSM Process Architect

CDW; Springfield (IL); On-site; USD 132,000 - 193,000; Full time

Job summary

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

You will run discovery workshops, document current-state pain points, design future-state processes, and guide stakeholders toward best practices across CSM, ITSM, and CMDB integrations.

Qualifications

• Bachelor’s degree and 10+ years of ServiceNow experience OR 14 years of ServiceNow experience.
• 7+ years of business process consulting or equivalent enterprise transformation.
• 5+ years of hands-on functional design experience with ServiceNow CSM/TPSM.

Responsibilities

• Lead discovery, strategy, and future-state process design workshops with CDW stakeholders.
• Translate needs into scalable ServiceNow CSM and TPSM process designs.
• Document current-state processes, pain points, requirements, personas, outcomes, and acceptance criteria.
• Design future-state processes for customer service, case management, and self-service.
• Provide functional leadership for CSM capabilities including dashboards, routing, and work intake.
• Apply TPSM capabilities to support CDW’s technology and managed-services business.
• Lead onboarding of clients using ServiceNow TPSM, establishing repeatable models.
• Define onboarding plans, milestones, tasks, ownership, and visibility.
• Ensure relationships between accounts, products, assets, entitlements, and service commitments.
• Identify opportunities to standardize and automate processes while avoiding unnecessary customization.
• Facilitate decisions across units to align with enterprise-standard designs.
• Partner across CSM/Self‑Service, ITSM, CMDB/ITOM, Integrations, and Platform teams.

Education

Bachelor’s degree in Computer Science, MIS, IT, Engineering or Mathematics

Tools

ServiceNow platform

IntegrationHub

Job description

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

You will run discovery workshops, document current-state pain points, design future-state processes, and guide stakeholders toward best practices across CSM, ITSM, and CMDB integrations.