Enterprise - ServiceNow Business Process Consultant - CRM

Who You'll Work With

As a modern technology company, our Slalom Technologists are disrupting the market and bringing to life the art of the possible for our clients. We have passion for building strategies, solutions, and creative products to help our clients solve their most complex and interesting business problems. We surround our technologists with interesting challenges, innovative minds, and emerging technologies.

What You'll Do

• Serve as the voice of the business on ServiceNow CRM engagements and pre-sales activities across the customer and industry workflow portfolio, including Customer Service Management (CSM), Field Service Management (FSM), CPQ (Logik.io), Source to Pay, and Financial Services Operations (FSO).
• Lead process discovery, design future-state business processes, and translate business needs into actionable requirements and user stories that guide solution delivery.
• Engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence.
• Lead process discovery and design workshops to capture current-state processes, pain points, and future-state business process designs.
• Translate business requirements into well-formed epics, user stories, and acceptance criteria for ServiceNow CRM workflows spanning customer service, field service, and quote-to-cash processes.
• Develop process maps, personas, journey maps, and business process documentation that connect business outcomes to platform capabilities.
• Partner with clients using a future-focused mindset to understand their business processes, technology landscape, and transformation goals, aligning ServiceNow capabilities to measurable outcomes.
• Lead and participate in design workshops, testing, deployment readiness, and organizational change activities across enterprise and public sector accounts.
• Advise on ServiceNow operating models, process governance, KPIs/metrics, and adoption strategies that sustain business value after go-live.
• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with process-first alternatives.
• Advise business stakeholders on process improvement opportunities, roadmap prioritization, adoption, and value realization.
• Mentor teammates on requirements elicitation, story writing, process design, and workshop facilitation best practices.
• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow content, implementation approaches, and value propositions.
• Contribute to practice development through delivery accelerators, process playbooks, thought leadership, and ServiceNow-focused client offerings.
• Collaborate across ServiceNow CRM and adjacent workflows including CSM, FSM, CPQ (Logik.io), Source to Pay, FSO, AI, and CMDB/Data Foundations to deliver integrated platform solutions.

Qualifications

• At least 3 full-lifecycle ServiceNow implementations in the role of business process consultant, business analyst, or functional lead.
• Required Certifications: Certified System Administrator (CSA), CIS – Customer Service Management (CSM), Certified Business Process Analyst or equivalent process certification (e.g., Lean Six Sigma, BPMN).
• Process & Platform Expertise: Strong functional knowledge of the ServiceNow platform (workspaces, playbooks, Flow Designer, case and work order lifecycles, knowledge management, and Reporting/Performance Analytics).
• Experience working with processes that span ServiceNow and adjacent enterprise systems such as CRM, ERP, telephony/CTI, procurement, and finance.
• Excellent verbal and written communication skills with strong executive presence.
• Experience leading executive stakeholder discussions, business case development, and value/ROI modeling.
• Bachelor’s degree or equivalent combination of education and professional experience preferred.