Senior Business Process Consultant

Job Title: Senior Business Process Consultant (CSM/CRM)

Location: Remote

Duration: Long-term contract

Job Description:

Own the functional thread of Release 2: turn CLIENT’S business needs into approved designs, user stories and acceptance criteria, then carry them through demos, UAT and enablement so the delivered configuration matches what users asked for.

Key responsibilities:

• Lead requirements definition and functional design across the four enhancements and two new capabilities; facilitate workshops with the Clients CRM Product Manager, product owners and SMEs.
• Refine and author user stories with acceptance criteria, including review and completion of existing but unimplemented Core UX stories. Core UX requirements are approximately 75% defined and discovery has been paused since February, so gap closure is an early priority.
• Run the persona and UX analysis for core CRM user groups; co-design dashboards and reports with the CRM Product Manager.
• Conduct the full CRM notification review and define the admin self-service reconfiguration model and its documentation.
• Facilitate the two discovery-and-design workstreams, producing options analyses, trade-offs, persona-based epics and a written recommendation; engage Communications, BlueWeb, Plan Advisory and the CSM workstream.
• Validate the product-adoption data model with the ITSM product-catalog workstream and confirm legacy datasets for bulk uploads.
• Facilitate SIT/UAT: test scenarios, business validation, business-side defect triage, and sign-off.
• Produce end-user and process documentation and deliver enablement sessions after each sprint and at release end.
• Flag cross-workstream impacts proactively — clients is building two scoped apps on CSM (Contact Center, FEP Hub) that modify the Configurable Workspace with role-based ACLs.

Required experience:

• 5+ years business process / functional consulting on ServiceNow, with demonstrated CSM or CRM implementation delivery.
• Hands-on with CSM account/contact structures, Configurable Workspace, Interaction and Case models, notifications, and reporting / Performance Analytics concepts.
• Proven workshop facilitation with product owners and executive stakeholders; able to drive decisions in a multi-workstream program.
• Strong written deliverables: design documents, options/recommendation papers, user stories with acceptance criteria, admin and end-user documentation.
• Agile delivery with 2–3-week sprints, backlog grooming and sprint demos.
• Mandatory certification: ServiceNow Certified Implementation Specialist — Customer Service Management. Must be current and will be verified before assignment.
• Valued additional credentials: ServiceNow Certified System Administrator, and any healthcare or life-sciences industry certification — for example ServiceNow Healthcare and Life Sciences Service Management credentials, HIPAA privacy/security training, AHIP health-plan certification, PAHM (Professional, Academy for Healthcare Management), or CPHIMS/CAHIMS.
• Strong, clear verbal and written communication. Must be able to lead customer conversations unaided, and bring ServiceNow best-practice recommendations to the table to shape and sharpen CLIENT’S requirements rather than simply record them.
• Consultative posture: willing and able to challenge requests were warranted and guide the customer toward best-practice ServiceNow design.
• Healthcare and Life Sciences (HCLS) delivery experience is a significant plus; experience in regulated or federal health-plan environments is preferred.

Success measures:

• Design sign-off and approved stories and acceptance criteria by the end of the Plan phase.
• Both discovery-and-design recommendation packages accepted by clients with a clear decision path.
• UAT sign-off with no open business-critical defects.
• Client’s admins able to reconfigure CRM notifications unaided.