ServiceNow Business Process Consultant (BPC) – CSM/TPSM

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

For our client, we are seeking a ServiceNow Business Process Consultant (BPC) – CSM/TPSM to join the team of a leader in the Information Technology space.

This role will partner closely with business and technology stakeholders to shape future-state service delivery processes. The consultant will translate customer service and case management needs into scalable system designs, with a strong focus on process simplification, standardization, and adoption of best practices. This position is well suited for a seasoned functional consultant who can guide enterprise transformation efforts and help align service operations across multiple teams.

Location: Remote

Compensation: $132,000 – $193,200 annually

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

Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics
• 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 of hands‑on experience designing platform solutions, particularly in Customer Service Management (CSM)
• Strong functional knowledge of Technology Provider Service Management (TPSM)
• Experience designing customer onboarding processes using CSM/TPSM

Benefits

• Comprehensive health, dental, and vision insurance
• 401(k) plan with company match
• Generous paid time off and holiday schedule
• Professional development and training opportunities
• Flexible work arrangements

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.