ServiceNow Business Process Consultant – CSM, TPSM

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $132k - $193.2k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Business Operations

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Lead discovery, strategy, and future-state process design workshops • Translate customer service, client onboarding, managed services, account management, and technology service delivery needs into ServiceNow CSM and TPSM business process designs • Document current-state processes, pain points, requirements, personas, outcomes, process flows, user stories, acceptance criteria, and solution recommendations • Design 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 support technology and managed-services operations • Lead the MyCDW Client Onboarding process from customer commitment and contract through operational readiness, service activation, transition, and ongoing service delivery • Define onboarding plans, milestones, tasks, dependencies, approvals, ownership, handoffs, visibility, escalation paths, and measurable outcomes • Establish relationships among accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments • Identify opportunities to simplify, standardize, automate, and improve service processes • Facilitate decisions across business units and stakeholder groups • Partner across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams • Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions • Maintain traceability across outcomes, requirements, process designs, features, backlog items, decisions, assumptions, risks, dependencies, and unresolved questions

🎯 Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, and 10+ years of experience with ServiceNow OR 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 • 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 configuration versus customization • Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations is a plus • Experience designing solutions for complex B2B customer-service environments is a plus • 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 is a plus • Readiness to explore, adapt, and grow with evolving technology and AI tools

🏖️ Benefits

• Annual bonus target subject to terms and conditions of plan • Benefits package (see https://cdw.benefit-info.com/) • Collaborative environment • Supported professional growth • Equitable, transparent, and respectful hiring process • AI learning and experimentation opportunities