Principal Business Process Consultant, CRM and Industry Workflows

ServiceNow•Addison, TX

12d

About The Position

The Team The 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 Role The 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. customization Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes Lead customer design workshops Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them Guides and advocates for the customer’s needs throughout the engagement Implement 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 customers Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes Prepare all customer-facing deliverables focused on process Collaborate 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 meetings

Requirements

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 industry
At least 8 years of consulting experience for complex, global organizations preferably federal, state or local governments
Demonstrated 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 problems
Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
Strong understanding and ability to consult on data compliance standards such as PII/PHI
Proven 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 technology
Strong 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 Development
Demonstrated 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 problems
Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design
Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise
Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams
A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
Excellent 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 priorities
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder
United States Citizenship is required
Certification Requirements (within first 90 days): ServiceNow Certified System Administrator Customer Service Management (CSM) Implementor Field Service Management (FSM) Implementor

Responsibilities

Be the process expert in how to best support by using ServiceNow products using ServiceNow best practices focused on configuration vs. customization
Process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Lead customers in their efforts to take advantage of the ServiceNow capabilities in their efforts to improve their processes
Lead customer design workshops
Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
Guiding customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
Guides and advocates for the customer’s needs throughout the engagement
Implement 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 customers
Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
Prepare all customer-facing deliverables focused on process
Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues