Sr. Business Process Consultant-ServiceNow-CRM

ServiceNow

Sr. Business Process Consultant-ServiceNow-CRM

Posted 11 Hours Ago

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Hiring Remotely in Orlando FL USA

Remote or Hybrid

Senior level

Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation

We're putting AI to work for people.

The Role

As a Business Process Consultant you will analyze and optimize workflows advise on process improvements and collaborate with technical teams to implement solutions on the ServiceNow platform.

Summary Generated by Built In

Company Description
It all started in sunny San Diego California in 2004 when a visionary engineer Fred Luddy saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader bringing innovative AI-enhanced technology to over 8100 customers including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people systems and processes to empower organizations to find smarter faster and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About the Role
We are seeking a Business Process Consultant (BPC) to join the CRM and Industry Workflow Team as a part of Expert Services. As the process expert and trusted advisor you will engage directly with business stakeholders to analyze design and optimize end-to-end workflows across sales CPQ/CLM order management customer service field service and AI-driven use cases.
You will bridge the gap between business needs and technical delivery ensuring that solutions built on the ServiceNow Now Platform - and integrated with systems like Salesforce Pega Dynamics Oracle or SAP - deliver measurable outcomes. This role is ideal for experienced CRM/CSM consultants with strong process re-engineering and change management skills and the ability to influence senior leaders while collaborating closely with technical teams.
Key Responsibilities

Consult & Advise

Serve as the functional and process expert during customer engagements.

Guide customers on configuration vs. customization and adoption of best practices.

Advise senior leaders on process optimization and AI/automation opportunities.

Requirements & Solution Design

Lead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflows.

Translate requirements into business requirement workbooks user stories acceptance criteria and test plans.

Define KPIs and success measures to track value realization (cycle time CSAT case deflection etc.).

Cross-Functional Collaboration

Partner with Technical Consultants Solution Architects and Project Managers to ensure requirements flow into robust technical solutions.

Support unit testing UAT and customer validation ensuring business objectives are met.

Monitor for scope creep and align with engagement managers to resolve issues.

Process Improvement & Change Management

Analyze processes to identify areas for automation AI agent adoption and continuous improvement.

Develop adoption strategies training materials and change management plans to ensure successful rollout.

Ensure user experience is prioritized - with logical flows accessibility and ease of use.

Thought Leadership & Continuous Learning

Stay current on ServiceNow capabilities CRM/CSM trends and AI innovations.

Share best practices internally and externally contributing to delivery of playbooks and accelerators.

Support pre-sales and solutioning activities as needed.

Qualifications
Required

7+ years of consulting or business process analysis experience on the ServiceNow platform preferably CRM and Industry products such as CSM FSM SOM and industry workflows.

Proven expertise in one or more domains: Sales & Order Management (lead-to-cash CPQ/CLM) Customer Call Center/Service Field Service.

Demonstrated ability to influence and consult with senior leaders providing solution options with pros/cons.

Strong experience converting business requirements into functional and configuration requirements.

Proficiency in process modeling and visualization tools (e.g. Visio BPMN workflow diagrams wireframes).

Excellent stakeholder engagement facilitation and communication skills.

Certification Requirements

ServiceNow Certified System Administrator (CSA) - required within 60-90 days of hire if not already certified.

At least one Certified Implementation Specialist (CIS) certification in CSM FSM or Sales - required within the first 6-12 months of hire depending on project alignment.

Continued professional growth through additional ServiceNow certifications (e.g. App Dev CPQ/CLM once available) encouraged and supported.

Preferred

ServiceNow certifications: CSA CIS-CSM CIS-FSM CIS-Sales (or within 90 days).

Knowledge of AI/automation projects (chatbots NLP predictive analytics agentic AI).

Industry expertise in telecom financial services insurance or public sector.

Familiarity with NowCreate methodology and Agile/SAFe delivery practices.

Willingness to travel up to 50% based on customer needs.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Skills Required

7+ years of consulting or business process analysis experience on the ServiceNow platform
Proven expertise in Sales & Order Management Customer Call Center or Field Service
Strong experience converting business requirements into functional requirements
Proficiency in process modeling and visualization tools
ServiceNow Certified System Administrator (CSA)

What the Team is Saying

ServiceNow Compensation & Benefits Highlights

Parental & Family Support—Paid leave is specified at 20 weeks for birthing parents and 12 weeks for non‑birthing parents complemented by Cleo parenting resources fertility education adoption assistance and caregiver support (Grayce Rethink). This breadth signals strong support for family planning and caregiving needs.
Leave & Time Off Breadth—Flexible paid vacation 12 paid holidays and additional company‑wide Wellbeing Days are described with vacation targets increasing with tenure. These elements create multiple avenues for rest and recharge beyond standard PTO.
Healthcare Strength—Comprehensive medical dental vision disability and life insurance are provided alongside mental‑health support via Lyra Counseling/EAP. Coverage breadth across physical and mental health indicates robust baseline protection.

Learn more about ServiceNow's Compensation & Benefits →

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The Company

HQ: Santa Clara CA

29000 Employees

Year Founded: 2004

What We Do

As the AI platform for business transformation we're putting AI to work across organizations — freeing people for work that matters. Making old tech work with new tech. Reaching across departments from the front office to the back office and every office in between. Our ambition? To become the AI defining enterprise software company of the 21st century (or "AI DESCO21C" as we like to call it). With more than 8400+ customers we serve approximately 90% of the Fortune 500® and we're proud to be a Fortune 100 Best Companies to Work For® and World's Most Admired Companies™.Explore your future career with us visit www.careers.servicenow.comFrom Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Why Work With Us

By joining ServiceNow you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We're committed to helping our people do their best work and live their best lives so we can fulfill our purpose together. At the fastest-growing enterprise software company you can grow your career faster.

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ServiceNow Offices

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

At ServiceNow we lead with flexibility and trust. For some home is the primary workplace. For those who come into a ServiceNow workplace you are empowered to make team-guided and individual-led decisions on how and when you use the workplace.

Typical time on-site: Flexible