Sr. Business Process Consultant-ServiceNow-CRM job opportunity at ServiceNow.

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Date2026-04-29T16:29:02.244Z bot
ServiceNow Sr. Business Process Consultant-ServiceNow-CRM
Experience: General
Pattern: Full-time
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loacation Two Addison Circle 15725 North Dallas Parkway Suite 200, Addison, TEXAS, United States Of America
loacation Two Addison Ci..........United States Of America
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Job DescriptionAbout 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.   

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