ServiceNow Business Process Consultant, CSM - Remote

Overview

The Business Process Consultant will be accountable for delivering Industry Best Practice guidance, working with customers to achieve their business outcomes in CSM (Customer Service Management), as part of an implementation team. This role will lead all process changes aspects of the project/solution delivery and maintain trusted advisor status with the customer throughout the engagement. The BPC will be accountable for working with and advising clients on managing the business change required within the client's organization. Strong interpersonal skills, a customer-focused approach, and an ability to work with cross-functional teams are required to be successful in this role.

In Short

• Represent all Crossfuze delivery capabilities to deliver and grow a book of business for Enterprise clients
• Lead planning/discovery and process workshops and working sessions
• Drive awareness of industry trends to bring the best solutions to the table
• Define client-specific CSM business process solutions while identifying opportunities for improvement
• Collaborate and partner with Technical Leads to translate and apply ServiceNow best practices to the client’s environment
• Ensure process recommendations are prioritized against business value outcomes and meet success criteria
• Build and manage relationships with client buyers and decision-makers
• Work closely with clients to determine strategies for increased solution adoption and organizational readiness
• Stay current on the ServiceNow product roadmap and best practices
• Grow your ServiceNow expertise through continuous improvement and contribute to Crossfuze knowledge management initiatives
• Engage in CSM practice meetings and contribute to service offerings, collateral development, and CSM enablement
• Maintain 80% billable utilization target

Requirements

• Candidates for this position must be located in the United States.

Benefits

• Opportunity to work with Enterprise clients
• Continuous improvement and knowledge growth in ServiceNow
• Engagement in CSM practice meetings and service offerings development