ServiceNow · 1 day ago
Sr. Business Process Consultant – CRM
Atlanta, GA
Full-time
Hybrid
Senior Level, Lead/Staff
5+ years expServiceNow is a global market leader in innovative AI-enhanced technology, and they are seeking a Business Process Consultant to join their NowNext CRM Execution Team. The role involves engaging with business stakeholders to analyze, design, and optimize workflows across various functions while ensuring technical solutions meet business needs.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Consult & Advise
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 playbooks and accelerators
Support pre-sales and solutioning activities as needed
Qualification
Required
5+ years of consulting or business process analysis experience in CRM, CSM, or ERP transformations
Proven expertise in one or more domains: Sales & Order Management (lead-to-cash, CPQ/CLM), Call Center/Service, Manufacturing workflows, or Field Service
Hands-on experience with at least one major CRM/workflow platform: Salesforce, Pega, ServiceNow, Dynamics, Oracle, or SAP
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
Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported
Preferred
ServiceNow certifications: CSA, CIS-CSM, CIS-FSM, CIS-Sales (or within 90 days)
Salesforce certifications (Admin, Service/Sales Cloud, CPQ Consultant) or Pega BA/CSA certifications
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
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
Company data provided by crunchbase