ServiceNow Business Process Consultant, CSM

The Business Process Consultant will be accountable for delivering Industry Best Practice guidance, working with customers to achieve their business outcomes in CSM (Customer Service Management), as part of an implementation team. This role will lead all process changes aspects of the project/solution delivery and maintain trusted advisor status with the customer throughout the engagement. The BPC will be accountable for working with and advising clients on managing the business change required within the client's organization. Strong interpersonal skills, a customer-focused approach, and an ability to work with cross-functional teams are required to be successful in this role.

Candidates for this position must be located in the United States.  

• Represent all Crossfuze delivery capabilities to deliver and grow a book of business for Enterprise clients
• Lead planning/discovery and process workshops and working sessions
• Drive awareness of industry trends to bring the best solutions to the table
• Define client-specific CSM business process solutions while identifying opportunities for improvement
• Collaborate and partner with Technical Leads to translate and apply ServiceNow best practices to the client’s environment
• Ensure process recommendations are prioritized against business value outcomes and meet success criteria
• Build and manage relationships with client buyers and decision-makers
• Work closely with clients to determine strategies for increased solution adoption and organizational readiness
• Stay current on the ServiceNow product roadmap and best practices
• Grow your ServiceNow expertise through continuous improvement and contribute to Crossfuze knowledge management initiatives
• Engage in CSM practice meetings and contribute to service offerings, collateral development, and CSM enablement
• Maintain 80% billable utilization target

Requirements

• 5+ years of consulting experience in CSM-related process and platform implementation engagements with additional experience in ITSM, FSM, ITAM, or industry SKUs desirable
• 5+ years’ experience in process definition, mapping, and advising towards best practice and continuous improvement
• 5+ years’ experience developing requirements documentation, project artifacts, and process documents
• 3+ years’ experience with the ServiceNow platform
• ServiceNow CSA (Certified System Administrator) and CIS-CSM Fundamentals Certifications
• Demonstrate excellent communication skills both verbal and written as well as active listening skills
• Demonstrate strong presentation and facilitation skills
• Advanced MS Office skills (Word, Excel, Visio, and PowerPoint)
• Extensive experience in process management competencies
• Recognize and communicate the value of driving organizational change through adoption
• Proven ability to work independently and as a team member
• Strong experience in requirements gathering, story writing, test plan development, training development, training delivery, and working on projects using agile methodologies and best practices
• Desire to add value to the client above and beyond the role
• Demonstrated ability in consulting engagements providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems by focusing on providing options that identify the pros and cons of those options and the risks and impacts of each option

Benefits

• The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you!
• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice

Annual Compensation Range:

• The anticipated compensation range for this position is $120,000-150,000 USD annually. Many