ServiceNow CRM/FSM Business Process Consultant

RESPONSIBILITIES:
Kforce has a client that is seeking a ServiceNow CRM/FSM Business Process Consultant in Austin, TX.

Summary:
ServiceNow Business Process Consultant focused on CRM (Customer Service Management & Field Service Management) to define customer service workflows, case management processes, and automation-ready designs. This role translates business needs into scalable, standardized ServiceNow solutions that improve customer experience and operational efficiency.

Key Responsibilities:
* Lead process discovery and requirements gathering for CRM/CSM initiatives
* Design end-to-end customer service workflows (intake, routing, resolution, SLAs)
* Define case management models and customer journey flows
* Identify opportunities for automation, self-service, and process optimization
* Translate requirements into user stories, process maps, and functional specs
* Partner with architects/dev teams to ensure solution alignment and delivery
* Support UAT, backlog grooming, and stakeholder communication
* Establish standardized process frameworks and best practices

REQUIREMENTS:
* 5-8+ years in business process consulting/BA roles
* Experience with ServiceNow CSM/CRM or case management platforms
* Strong skills in process mapping, requirements gathering, and workflow design
* Experience working across business and technical teams

Preferred Skills:
* Experience with FSM or customer operations workflows
* Exposure to AI-enabled service processes or automation strategies
* Background in customer experience (CX) transformation

What Success Looks Like:
* Clear, scalable CRM process designs aligned to ServiceNow capabilities
* Increased automation and improved service efficiency
* Strong alignment between business needs and platform delivery

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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