ServiceNow Business Process Consultant (BPC) – CSM/TPSM

CDW•Virtual - Illinois, IL

1d•$132,000 - $193,200

About The Position

The ServiceNow Business Process Consultant (BPC) – CSM & TPSM serves as a senior functional and business process design lead for the MyCDW ServiceNow transformation. The role translates customer service, client onboarding, managed services, account management, and technology service delivery needs into scalable business processes and ServiceNow solution designs. It requires deep experience with ServiceNow Customer Service Management (CSM) and strong functional experience with Technology Provider Service Management (TPSM), particularly in client onboarding, customer and account management, product and service relationships, entitlements, customer support, and ongoing service delivery. The consultant works with CDW business stakeholders, Product Owners, Business Analysts, Enterprise and Solution Architects, ServiceNow technical resources, and other MyCDW workstreams to define a future-state operating model and ensure business requirements translate into a cohesive ServiceNow design. The role calls for consulting and process-design leadership—not simply requirements gathering—including challenging unnecessary customization, avoiding replication of legacy processes, and guiding stakeholders toward ServiceNow best practices and standardized, scalable enterprise processes.

Requirements

Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, and 10+ years of ServiceNow experience; alternatively, 14 years of work experience with ServiceNow.
7+ years of business process consulting, functional consulting, business analysis, or comparable enterprise transformation experience.
5+ years of hands-on functional experience designing ServiceNow solutions, including significant ServiceNow Customer Service Management (CSM) implementation or design experience.
Demonstrated experience with, or strong functional knowledge of, ServiceNow Technology Provider Service Management (TPSM).
Experience designing customer or client onboarding processes using ServiceNow CSM/TPSM or comparable ServiceNow workflow capabilities.
Ability to lead ServiceNow discovery and process-design workshops with business, technical, product, architecture, and executive stakeholders.
Experience translating business requirements into ServiceNow functional designs, process flows, implementation-ready user stories, and acceptance criteria.
Strong understanding of ServiceNow out-of-the-box capabilities, including when requirements should be addressed through configuration versus customization.

Nice To Haves

Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations.
Experience designing solutions for complex B2B customer-service environments with multiple customers, products, services, contracts, entitlements, and service levels.
Experience with customer/account hierarchy design, installed product management, customer asset visibility, CSDM/CMDB concepts, CSM-to-ITSM workflow integration, IntegrationHub, or large-scale ServiceNow transformation programs.

Responsibilities

Lead discovery, strategy, and future-state process-design workshops with business and technology stakeholders.
Translate customer service, client onboarding, managed services, account management, and technology service delivery needs into scalable ServiceNow CSM and TPSM business process designs.
Document current-state processes, pain points, business requirements, personas, desired outcomes, process flows, user stories, acceptance criteria, and solution recommendations.
Design future-state customer service, case management, customer support, customer portal, self-service, knowledge management, escalation, SLA, reporting, and customer experience processes.
Provide functional leadership for ServiceNow CSM capabilities, including customer and account management, contacts, account hierarchies, entitlements, case intake, routing, resolution, notifications, Agent Workspace, dashboards, and CSM-to-ITSM workflow integration.
Apply TPSM capabilities to CDW’s technology and managed-services business, including customer products and services, sold and installed products, customer assets, service offerings, contractual service relationships, service commitments, partner relationships, and service visibility.
Help stakeholders determine which designs should use foundational CSM capabilities and where TPSM-specific capabilities should extend that foundation.
Lead design of the MyCDW Client Onboarding process using ServiceNow TPSM, from customer commitment and contract through operational readiness, service activation, transition, and ongoing service delivery.
Define onboarding plans, milestones, tasks, dependencies, approvals, ownership, handoffs, customer-facing and internal visibility, escalation paths, and measurable onboarding outcomes.
Establish how accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments relate within ServiceNow and carry forward from onboarding into operational support.
Identify opportunities to simplify, standardize, automate, and improve customer-facing and internal service processes while avoiding unnecessary customization or replication of legacy system behavior.
Facilitate decisions across business units and stakeholder groups when requirements differ or conflict, guiding teams toward ServiceNow leading practices and enterprise-standard processes.
Partner across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams to identify dependencies and align functional designs with the broader MyCDW ServiceNow architecture and CSDM strategy.
Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions.
Maintain traceability among business outcomes, requirements, process designs, features, backlog items, design decisions, assumptions, risks, dependencies, and unresolved business questions requiring leadership action.