[Hiring] Principal Business Process Consultant-CRM @ServiceNow

Role Description

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
• 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.

Qualifications

• 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.

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.

Benefits

• Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
• 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.
• Accommodations for candidates requiring assistance during the application process.
• Compliance with export control regulations for positions requiring access to controlled technology.