[Remote] Principal Business Process Consultant-CRM

Note: The job is a remote job and is open to candidates in USA. ServiceNow is a global market leader in Information Technology and Services, providing innovative AI-enhanced technology to a wide range of customers. They are seeking a Principal Business Process Consultant-CRM to engage with business stakeholders, analyze workflows, and optimize processes across various business domains. The role requires strong consulting skills and the ability to bridge business needs with technical solutions.

Responsibilities

• Serve as the functional and process expert during customer engagements
• Guide customers on configuration vs. customization and adoption of best practices
• Advise senior leaders on process optimization and AI/automation opportunities
• Lead workshops with business sponsors and SMEs to capture current-state processes and design future-state workflows
• Translate requirements into business requirement workbooks, user stories, acceptance criteria, and test plans
• Define KPIs and success measures to track value realization (cycle time, CSAT, case deflection, etc.)
• Partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions
• Support unit testing, UAT, and customer validation, ensuring business objectives are met
• Monitor for scope creep and align with engagement managers to resolve issues
• Analyze processes to identify areas for automation, AI agent adoption, and continuous improvement
• Develop adoption strategies, training materials, and change management plans to ensure successful rollout
• Ensure user experience is prioritized — with logical flows, accessibility, and ease of use
• Stay current on ServiceNow capabilities, CRM/CSM trends, and AI innovations
• Share best practices internally and externally, contributing to delivery of playbooks and accelerators
• Support pre-sales and solutioning activities as needed

Skills

• 7+ years of consulting or business process analysis experience on the ServiceNow platform, preferably CRM and Industry products such as CSM, FSM, SOM, and industry workflows
• Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Customer Call Center/Service, Field Service
• Demonstrated ability to influence and consult with senior leaders, providing solution options with pros/cons
• Strong experience converting business requirements into functional and configuration requirements
• Proficiency in process modeling and visualization tools (e.g., Visio, BPMN, workflow diagrams, wireframes)
• Excellent stakeholder engagement, facilitation, and communication skills
• ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified
• At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or Sales – required within the first 6–12 months of hire, depending on project alignment
• ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days)
• Knowledge of AI/automation projects (chatbots, NLP, predictive analytics, agentic AI)
• Industry expertise in telecom, financial services, insurance, or public sector
• Familiarity with NowCreate methodology and Agile/SAFe delivery practices
• Willingness to travel up to 50% based on customer needs

Company Overview

Company H1B Sponsorship