ServiceNow CSM Consultant
Job Summary
Leading Customer Service Management (CSM) transformation initiatives, the hybrid Business Process Consultant will design scalable ServiceNow solutions, conduct workshops, and guide clients through process optimization and digital service delivery improvements.
Key responsibilities
- Lead ServiceNow CSM workshops and requirements-gathering sessions with client stakeholders
- Design and architect Customer Service Management solutions aligned with business objectives
- Serve as the primary liaison between business stakeholders and technical teams for process-related discussions
Required qualifications
- ServiceNow Customer Service Management (CSM) certification and expertise in CSM architecture and implementation
- Proven experience leading at least two end-to-end ServiceNow CSM implementations
- Bachelor's degree in Information Technology, Engineering, Computer Science, or a related discipline
- ITIL v3 or ITIL 4 certification with knowledge of IT Service Management (ITSM) principles
- Experience in process management, process improvement, and operational transformation initiatives
Complete Job Description
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