Senior Business Process Consultant – CRM - Remote

Overview

As a Senior Business Process Consultant, you will engage with business stakeholders to analyze, design, and optimize workflows across various domains, ensuring that solutions on the ServiceNow platform deliver measurable outcomes.

In Short

• Serve as a functional and process expert during customer engagements.
• Guide customers on configuration vs. customization and best practices.
• Lead workshops to capture current-state processes and design future-state workflows.
• Translate requirements into business requirement workbooks and test plans.
• Partner with technical teams to ensure requirements flow into robust solutions.
• Analyze processes for automation and continuous improvement opportunities.
• Stay current on CRM trends and ServiceNow capabilities.
• Support pre-sales and solutioning activities as needed.
• Develop training materials and change management plans for successful rollout.
• Ensure user experience is prioritized in all solutions.

Requirements

• 5+ years of consulting or business process analysis experience in CRM or ERP.
• Proven expertise in Sales & Order Management or Call Center workflows.
• Hands-on experience with major CRM platforms like Salesforce or ServiceNow.
• Strong experience converting business requirements into functional requirements.
• Proficiency in process modeling and visualization tools.
• Excellent stakeholder engagement and communication skills.
• ServiceNow Certified System Administrator required within 60–90 days of hire.
• At least one Certified Implementation Specialist certification required within the first year.
• Knowledge of AI/automation projects is preferred.
• Willingness to travel up to 50% based on customer needs.

Benefits

• Opportunity to work with a global leader in CRM transformation.
• Engage with innovative AI-driven solutions.
• Flexible work arrangements.
• Professional growth and certification opportunities.
• Collaborative and inclusive work environment.