ServiceNow Business Process Consultant (BPC) – CSM/TPSM

Role Summary

Process Design and Delivery

• Lead discovery, strategy, and future-state process design workshops with business and technology stakeholders.
• Translate service and onboarding needs into scalable CSM and TPSM business process designs.
• Document current-state processes, pain points, requirements, personas, outcomes, process flows, user stories, acceptance criteria, and recommendations.
• Design customer service, case management, support, portal, self-service, knowledge, escalation, SLA, reporting, and customer experience processes.
• Provide functional leadership for CSM account and contact management, entitlements, case workflows, notifications, Agent Workspace, dashboards, and CSM-to-ITSM integration.
• Apply TPSM to customer products and services, assets, service offerings, contractual relationships, commitments, partner relationships, and service visibility.

Client Onboarding and Coordination

• Lead design of a repeatable Client Onboarding process from customer commitment and contract through operational readiness, service activation, transition, and ongoing service delivery.
• Define onboarding plans, milestones, tasks, dependencies, approvals, ownership, handoffs, visibility, escalations, and measurable outcomes.
• Establish how accounts, contacts, products, services, assets, entitlements, cases, and commitments relate in ServiceNow and carry into operational support.
• Identify opportunities to simplify, standardize, automate, and improve processes without unnecessary customization or legacy replication.
• Facilitate decisions across stakeholder groups and coordinate dependencies across related ServiceNow workstreams.
• Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and roadmap decisions.
• Maintain traceability across business outcomes, requirements, designs, backlog items, decisions, assumptions, risks, dependencies, and unresolved questions.

Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, and 10 or more years of ServiceNow experience; alternatively, 14 years of work experience with ServiceNow.
• Seven or more years of business process consulting, functional consulting, business analysis, or comparable enterprise transformation experience.
• Five or more years of hands-on functional experience designing ServiceNow solutions, including significant CSM experience; the source description cuts off mid-qualification after this point.

Compensation

• Listed salary range is USD 132,000–193,200 per year.

Workplace

• Source location identifies the role as remote in the United States.