Principal Business Process Consultant CRM and Industry ...

Job DescriptionThe TeamThe Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.The RoleThe Principal Business Process Consultant, CRM and Industry Workflows is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Customer and Industries products – all with the goal of accelerating and driving customer business outcomes.What you get to do in this role:Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customizationProcess definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholdersLead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processesLead customer design workshopsOwning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateralGuiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solutionDrafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themGuides and advocates for the customer’s needs throughout the engagementImplement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customersSupport internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical ResourcesDrive customer unit and user-acceptance testing requirements throughout and at key stages of an engagementBe a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomesPrepare all customer-facing deliverables focused on processCollaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.Up to 50% travel annually, driven by customer needs and internal meetingsQualifications:QualificationsIn order to be successful in this role, we need someone who has:Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industryAt least 8 years of consulting experience for complex, global organizations preferably federal, state or local governmentsDemonstrated ability to influence and consult (providing options with pros, cons and risks) in a Customer Service and/or Field Service Delivery / Shared Services environment, while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problemsUnderstanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AIExperience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valuedStrong understanding and ability to consult on data compliance standards such as PII/PHIProven experience in defining and deploying future-state Customer Service and/or Field Service processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technologyStrong understanding with leading Customer Service and/or Field Service and related systems and tools such as Salesforce, SAP, Oracle, Telephony, etc…Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile DevelopmentDemonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problemsExperience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution designStrong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertiseStrong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagramsA passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologiesExcellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)Experience in analyzing and recommending Customer Service and/or Field Service strategies based on business prioritiesStrong interpersonal skills, customer-centric attitude, ability to deal with cultural diversityProven team player and team builderUnited States Citizenship is required· Certification Requirements (within first 90 days):ServiceNow Certified System AdministratorCustomer Service Management (CSM) ImplementorField Service Management (FSM) ImplementorAdditional InformationWork PersonasWe 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 EmployerServiceNow 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.AccommodationsWe 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 for assistance.Export Control RegulationsFor 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. #J-18808-Ljbffr

Created: 2025-09-17