ServiceNow Business Process Consultant - CSM

2 days ago

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Logo of Crossfuze

Crossfuze

Crossfuze is a ServiceNow Elite Partner that specializes in providing expert advisory, implementation, development, and support services to a variety of industries. Focused on leveraging the Now Platform, Crossfuze helps organizations enhance their workflow efficiency and operational resilience through innovative solutions in IT Service Management, IT Operations Management, Customer Service Management, and more. They cater to sectors such as commercial banking, education, government, healthcare and life sciences, legal, and telecommunications. Crossfuze is dedicated to delivering strategic insights, reducing risks, and maximizing the value of their clients' investments in ServiceNow.

ServiceNow Implementation • ITSM/ITIL Training • ServiceNow Admin Support • ServiceNow Business Case • ServiceNow Integration

501 - 1000 employees

Founded 2001

🏢 Enterprise

☁️ SaaS

🤝 B2B

📋 Description

• The Business Process Consultant will be accountable for delivering Industry Best Practice guidance, working with customers to achieve their business outcomes in CSM (Customer Service Management), as part of an implementation team. • This role will lead all process changes aspects of the project/solution delivery and maintain trusted advisor status with the customer throughout the engagement. • The BPC will be accountable for working with and advising clients on managing the business change required within the client's organization. • Strong interpersonal skills, a customer-focused approach, and an ability to work with cross-functional teams are required to be successful in this role.

🎯 Requirements

• 5+ years of consulting experience in CSM-related process and platform implementation engagements with additional experience in ITSM, FSM, ITAM, or industry SKUs desirable • 5+ years’ experience in process definition, mapping, and advising towards best practice and continuous improvement • 5+ years’ experience developing requirements documentation, project artifacts, and process documents • 3+ years’ experience with the ServiceNow platform • ServiceNow CSA (Certified System Administrator) and CIS-CSM Fundamentals Certifications • Demonstrate excellent communication skills both verbal and written as well as active listening skills • Demonstrate strong presentation and facilitation skills • Advanced MS Office skills (Word, Excel, Visio, and PowerPoint) • Extensive experience in process management competencies • Recognize and communicate the value of driving organizational change through adoption • Proven ability to work independently and as a team member • Strong experience in requirements gathering, story writing, test plan development, training development, training delivery, and working on projects using agile methodologies and best practices • Desire to add value to the client above and beyond the role • Demonstrated ability in consulting engagements providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems by focusing on providing options that identify the pros and cons of those options and the risks and impacts of each option

🏖️ Benefits

• The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it’s up to you! • Flexible remote work options • Additional PTO day for mental health • Competitive paid time off • Half-day Fridays • Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits • Paid maternity and paternity leave for biological birth and adoption • Newborn, adoption and fertility assistance • Competitive training & development programs • Healthcare Plan • 401(k) with employer match • 10 days toward bereavement leave • Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice

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