ServiceNow Business Process Consultant – CSM
alldusEl Paso (TX)
About the role
ServiceNow Business Process Consultant – CSMWe are looking for an experienced ServiceNow Business Process Consultant (BPC) with a strong focus on Customer Service Management (CSM) to support a client engagement in the US, on a contract basis. This role will work closely with business stakeholders and technical teams to understand current processes, identify areas for improvement, and translate business requirements into effective ServiceNow CSM solutions.
Key Responsibilities:
Lead client workshops to gather and understand business requirements.
Review existing customer service processes and identify opportunities for improvement.
Translate business needs into clear requirements and user stories for ServiceNow teams.
Support the design and implementation of ServiceNow CSM workflows and processes.
Work closely with Developers, Architects, Product Owners, and business stakeholders.
Support testing, process validation, documentation, and user adoption.
Provide guidance on ServiceNow CSM best practices and platform capabilities.
Required Experience:
- Strong experience as a ServiceNow Business Process Consultant, Business Analyst, or Functional Consultant.
- Proven hands-on functional experience with ServiceNow CSM.Strong experience running workshops, gathering requirements, process mapping, and writing user stories.
- Confident working directly with senior business and client stakeholders.
- Experience supporting end-to-end ServiceNow implementations.
- Strong understanding of how business processes translate into ServiceNow solutions.
- Certification Requirements
- ServiceNow CSA – Certified System Administrator
- Minimum of 2 CIS certifications
- One CIS must be CIS – Customer Service Management (CSM)
- EligibilityUS Citizens or Green Card holders only
- Must be based in the United States
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
More like this