ServiceNow BPC Lead - CSM & TPSM for Client Onboarding

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

Job summary

CDW is seeking a ServiceNow Business Process Consultant (BPC) for CSM & TPSM to lead future-state process design across customer service, onboarding, managed services, and account management. The role emphasizes designing scalable ServiceNow solutions, guiding stakeholders, and ensuring best practices and enterprise-standard processes.

You will partner with business and technical teams, own workshops, define onboarding flows, and deliver cohesive designs that translate requirements into

Qualifications

• Bachelor’s degree in CS, MIS, IT, Engineering or Math with 10+ years of ServiceNow experience.
• 7+ years in business process consulting and enterprise transformation.
• 5+ years hands-on ServiceNow design, esp. CSM and TPSM.
• Experience with client onboarding processes and CSM/TPSM workflows.
• Ability to lead discovery workshops with diverse stakeholders.

Responsibilities

• Lead discovery, strategy, and future-state process design workshops.
• Translate needs into scalable ServiceNow CSM and TPSM designs.
• Document current-state processes, pains, requirements, and user stories.
• Design future-state CSM, case management, onboarding, self-service, and knowledge management processes.
• Provide functional leadership for CSM capabilities including dashboards and integration.
• Apply TPSM capabilities to support technology and managed services business.
• Lead onboarding process design for MyCDW Client Onboarding.
• Define onboarding plans, milestones, tasks, ownership, and outcomes.
• Map accounts, products, assets, entitlements within ServiceNow.
• Identify opportunities to simplify and standardize processes.
• Facilitate decisions toward enterprise-standard processes.
• Collaborate across streams to align designs with architecture.

Skills

ServiceNow CSM

TPSM

Client onboarding

Workflow design

Stakeholder facilitation

Requirements mapping

Education

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

Tools

ServiceNow

ITSM

Job description

CDW is seeking a ServiceNow Business Process Consultant (BPC) for CSM & TPSM to lead future-state process design across customer service, onboarding, managed services, and account management. The role emphasizes designing scalable ServiceNow solutions, guiding stakeholders, and ensuring best practices and enterprise-standard processes.

You will partner with business and technical teams, own workshops, define onboarding flows, and deliver cohesive designs that translate requirements into