Jobs and Careers

ServiceNow CSM Senior Business Process Consultant

UKRemotefull_timeVerifiedPosted 18 Jan 2025

About the role

This is a remote position.

At Softgic, we work with the sharpest minds—those who build, those who love what they do, and those who bring 100% attitude because that's our #Coolture. Join us in our mission to make life easier with technology and become part of our team as a ServiceNow Senior Business Process Consultant (CSM).

Compensation:
USD 10 - 25/hour.

Location:
Remote (anywhere).

Mission of Softgic:
In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

Deliver quality products and services.
Achieve the satisfaction of our internal and external clients.
Encourage in our team the importance of training to grow professionally and personally through development plans.
Comply with the applicable legal and regulatory requirements.
Promote continuous improvement of the quality management system.

What makes you a strong candidate:

You are expert in ServiceNow, CIS (Certified Implementation Specialist), Customer service management, and Process management.
English - Conversational.

Responsibilities and more:

Scope:
The Senior Business Process Consultant (BPC) will be responsible for working autonomously on mapping workflows, writing user stories, and ensuring high attention to detail. The BPC must demonstrate an ability to collaborate effectively and work at a fast pace. This role requires deep understanding of CSM processes and the ability to translate business requirements into actionable items for technical teams. The consultant will guide the customer through the design and optimization of business processes using the ServiceNow CSM module.

Responsibilities:

Work closely with the client to understand their business needs and translate them into technical solutions.
Design, optimize, and document business processes for CSM, focusing on improving customer service workflows.
Provide expertise on best practices for ServiceNow CSM implementation, ensuring alignment with client goals.
Develop and maintain process documentation, including workflows, use cases, and user stories.
Act as a liaison between business stakeholders and the technical team, ensuring smooth communication and understanding of requirements.
Lead workshops and discussions to capture business requirements and validate process designs.
Identify and mitigate any process gaps or inefficiencies, offering solutions to improve operational performance.
Collaborate with cross-functional teams to ensure successful implementation of CSM processes and workflows.

Requirements

Skills:

Certified Implementation Specialist (CIS) is mandatory.
Fluent in English (Spanish a plus).
Strong experience in CSM and process mapping.
Expertise in business process consulting for CSM.
High aptitude for user story creation.
Detail-oriented with excellent communication skills.

This role involves collaborating with key stakeholders, managing the design of business processes, and contributing to the overall success of the CSM implementation, ensuring alignment with business objectives.