ServiceNow CSM BPC

ServiceNow BPC

Remote

4-6 months + (full time hours)

$110/hr

We are seeking a talented and versatile ServiceNow Business Process Consultant with a specialization in CSM.

Responsibilities:

• Customer Service Management Implementation: Lead the design, configuration, and deployment of ServiceNow Customer Service Management solutions, working closely with clients to understand their unique requirements and objectives.
• Business Process Analysis: Conduct in-depth analysis of client's customer service processes, identify areas for improvement, and recommend ServiceNow solutions to streamline workflows and enhance efficiency.
• Storyboarding: Develop visual storyboards that outline the user journey and showcase the benefits of ServiceNow CSM implementations, ensuring alignment with client goals and objectives.
• Stakeholder Engagement: Collaborate with stakeholders at all levels of the organization to gather requirements, provide updates on project progress, and ensure alignment with strategic objectives.
• Training and Support: Provide training and support to client teams to ensure successful adoption of ServiceNow CSM solutions, including user training, documentation, and ongoing assistance.
• Documentation: Develop comprehensive documentation for CSM processes and ServiceNow configurations.
• Continuous Improvement: Stay informed about ServiceNow platform updates, industry trends, and emerging best practices to continuously improve implementation methodologies and enhance client satisfaction.

Requirements:

• Minimum of 6 years of experience in ServiceNow implementation, including at least 2 years of experience delivering CSM based solutions.
• Proficiency in storyboarding and visual storytelling techniques, with experience in creating engaging narratives that resonate with diverse audiences.
• In-depth knowledge of the ServiceNow platform, particularly the Customer Service Management (CSM) and its various components.
• Strong understanding of customer service processes and best practices, with the ability to translate business requirements into effective ServiceNow solutions.
• Excellent communication skills, with the ability to articulate technical concepts in a clear and compelling manner.
• Proven track record of successfully managing implementation projects, meeting deadlines, and delivering high-quality results.
• ServiceNow certifications (e.g., Certified Implementation Specialist Customer Service Management) is highly preferred
• Ability to work independently, prioritize tasks effectively, and thrive in a fast-paced, client-facing environment.