ServiceNow Business Process Consultant, CSM
About the position Responsibilities • Represent all Crossfuze delivery capabilities to deliver and grow a book of business for Enterprise clients • Lead planning/discovery and process workshops and working sessions • Drive awareness of industry trends to bring the best solutions to the table • Define client-specific CSM business process solutions while identifying opportunities for improvement • Collaborate and partner with Technical Leads to translate and apply ServiceNow best practices to the client's environment • Ensure process recommendations are prioritized against business value outcomes and meet success criteria • Build and manage relationships with client buyers and decision-makers • Work closely with clients to determine strategies for increased solution adoption and organizational readiness • Stay current on the ServiceNow product roadmap and best practices • Grow your ServiceNow expertise through continuous improvement and contribute to Crossfuze knowledge management initiatives • Engage in CSM practice meetings and contribute to service offerings, collateral development, and CSM enablement • Maintain 80% billable utilization target 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. • Flexible remote work options • Additional PTO day for mental health • Competitive paid time off • Half-day Fridays • 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 • Premium subscription to the Calm app for every employee as well as 5 additional people of the employees' choice Apply tot his job