ServiceNow Business Process Consultant – CSM, TPSM
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Job Description
ServiceNow Business Process Consultant designing CSM/TPSM customer-service and client-onboarding processes for CDW, a Fortune 500 technology solutions provider. Leading scalable enterprise transformation and ServiceNow solution design.
Responsibilities:
- Lead discovery, strategy, and future-state process design workshops
- Translate customer service, client onboarding, managed services, account management, and technology service delivery needs into ServiceNow CSM and TPSM business process designs
- Document current-state processes, pain points, requirements, personas, outcomes, process flows, user stories, acceptance criteria, and solution recommendations
- Design customer service, case management, customer support, customer portal, self-service, knowledge management, escalation, SLA, reporting, and customer experience processes
- Provide functional leadership for ServiceNow CSM capabilities, including customer and account management, contacts, account hierarchies, entitlements, case intake, routing, resolution, notifications, Agent Workspace, dashboards, and CSM-to-ITSM workflow integration
- Apply TPSM capabilities to support technology and managed-services operations
- Lead the MyCDW 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, escalation paths, and measurable outcomes
- Establish relationships among accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments
- Identify opportunities to simplify, standardize, automate, and improve service processes
- Facilitate decisions across business units and stakeholder groups
- Partner across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams
- Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions
- Maintain traceability across outcomes, requirements, process designs, features, backlog items, decisions, assumptions, risks, dependencies, and unresolved questions
Requirements:
- Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, and 10+ years of experience with ServiceNow OR 14 years of work experience with ServiceNow
- 7+ years of business process consulting, functional consulting, business analysis, or comparable enterprise transformation experience
- 5+ years of hands-on functional experience designing ServiceNow solutions
- Significant ServiceNow Customer Service Management (CSM) implementation or design experience
- Demonstrated experience with, or strong functional knowledge of, ServiceNow Technology Provider Service Management (TPSM)
- Experience designing customer or client onboarding processes using ServiceNow CSM/TPSM or comparable ServiceNow workflow capabilities
- Ability to lead ServiceNow discovery and process-design workshops with business, technical, product, architecture, and executive stakeholders
- Experience translating business requirements into ServiceNow functional designs, process flows, implementation-ready user stories, and acceptance criteria
- Strong understanding of ServiceNow out-of-the-box capabilities, including configuration versus customization
- Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations is a plus
- Experience designing solutions for complex B2B customer-service environments is a plus
- Experience with customer/account hierarchy design, installed product management, customer asset visibility, CSDM/CMDB concepts, CSM-to-ITSM workflow integration, IntegrationHub, or large-scale ServiceNow transformation programs is a plus
- Readiness to explore, adapt, and grow with evolving technology and AI tools
Benefits:
- Annual bonus target subject to terms and conditions of plan
- Benefits package (see https://cdw.benefit-info.com/)
- Collaborative environment
- Supported professional growth
- Equitable, transparent, and respectful hiring process
- AI learning and experimentation opportunities
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