Crossfuze Logo

Crossfuze

ServiceNow Business Process Consultant, CSM

Posted 6 Days Ago
Remote
Hiring Remotely in Boston, MA
120K-150K Annually
Senior level
Remote
Hiring Remotely in Boston, MA
120K-150K Annually
Senior level
The Business Process Consultant will lead implementation teams to deliver best practice solutions in Customer Service Management, advising clients on process changes and managing relationships to achieve business outcomes.
The summary above was generated by AI

Description

The Business Process Consultant will be accountable for delivering Industry Best Practice guidance, working with customers to achieve their business outcomes in CSM (Customer Service Management), as part of an implementation team. This role will lead all process changes aspects of the project/solution delivery and maintain trusted advisor status with the customer throughout the engagement. The BPC will be accountable for working with and advising clients on managing the business change required within the client's organization. Strong interpersonal skills, a customer-focused approach, and an ability to work with cross-functional teams are required to be successful in this role.

Candidates for this position must be located in the United States.  

  • 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. Email cleanup, a trip to the zoo with the kids, it’s up to you!
    • Flexible remote work options
    • Additional PTO day for mental health
    • Competitive paid time off
    • Half-day Fridays
  • Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits
    • 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
  • Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice

Annual Compensation Range:

  • The anticipated compensation range for this position is $120,000-150,000 USD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.

Top Skills

Fsm
Itam
Itsm
MS Office
Project Management Methodologies
Servicenow

Similar Jobs

An Hour Ago
Remote
Hybrid
US
186K-245K Annually
Expert/Leader
186K-245K Annually
Expert/Leader
Fintech • Professional Services • Consulting • Energy • Financial Services • Cybersecurity • Generative AI
As a Managing Principal, you'll lead client discussions in banking and payments, develop strategies, and improve operational performance while leveraging modern delivery techniques.
Top Skills: AgileExcelMs Powerpoint
An Hour Ago
Easy Apply
Remote
Hybrid
2 Locations
Easy Apply
Senior level
Senior level
Consumer Web • Digital Media • Edtech • Information Technology • Social Impact • Software
The Publishing Manager will oversee journal development, monitor performance, ensure efficient publication processes, and maintain strong relationships with stakeholders.
Top Skills: Google SuiteMS Office
2 Hours Ago
Easy Apply
Remote
U.S.
Easy Apply
121K-191K
Senior level
121K-191K
Senior level
eCommerce • Software • Design • SEO
The Solutions Architect will drive the architecture of Demand to Order processes, lead monetization strategies, optimize workflows, and collaborate across teams to enhance revenue operations for Webflow.
Top Skills: BoomiCaptivateiqMarketoMulesoftNetSuiteOutreachPythonSalesforceSalesforce CpqSQLWorkatoWorkday

What you need to know about the Los Angeles Tech Scene

Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.

Key Facts About Los Angeles Tech

  • Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
  • Key Industries: Artificial intelligence, adtech, media, software, game development
  • Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
  • Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account