ServiceNow Business Process Consultant (BPC) - CSM (Customer Service Management)

ServiceNow Business Process Consultant – Customer Service Management (CSM)
Remote / Work from Home
6 month+ Engagement with CDW

CDW is seeking a ServiceNow Business Process Consultant with deep expertise in Customer Service Management (CSM) to lead the design, implementation, and optimization of customer service processes on the ServiceNow platform. This role will partner closely with business stakeholders, customer support organizations, operations teams, and IT to improve customer experiences, streamline case management, and drive service excellence through scalable, well-governed ServiceNow CSM solutions. Experience with Field Service Management (FSM) and case-to-work-order processes is highly desirable.

Key Responsibilities
• Lead business process discovery workshops to assess current customer service operations and translate requirements into scalable ServiceNow CSM solutions.
• Design and optimize end-to-end customer service processes including case management, case routing, entitlement management, SLAs, knowledge management, self-service, and omnichannel support experiences.
• Define customer journey workflows and service models that improve responsiveness, customer satisfaction, and operational efficiency.
• Design and support integrations between CSM and related ServiceNow modules including FSM, ITSM, CMDB, Asset Management, and external customer-facing systems.
• Define how customer cases, requests, and issues are escalated, resolved, or dispatched to field service teams when onsite work is required.
• Serve as a trusted advisor to business stakeholders by providing CSM process recommendations, governance models, and continuous improvement strategies.
• Collaborate with technical teams to ensure workflows, data models, integrations, automation, and reporting align with business objectives and ServiceNow best practices.
• Define KPIs, dashboards, and reporting to measure customer satisfaction, service performance, case resolution efficiency, and SLA attainment.
• Support change management, training, and adoption strategies for customer service teams, service managers, and business stakeholders.
• Document CSM processes, functional requirements, operating procedures, and future-state workflows to support long-term platform success.

Required Qualifications
• 5+ years of experience as a Business Process Consultant, Business Analyst, or similar process-focused role.
• Hands-on experience implementing or optimizing ServiceNow Customer Service Management (CSM) solutions.
• Strong understanding of customer service operations, case lifecycle management, customer support workflows, service delivery processes, and SLA management.
• Experience working on the ServiceNow platform in a functional, consulting, or process design capacity.
• Ability to translate business and customer experience requirements into scalable ServiceNow solutions.
• Strong stakeholder management, workshop facilitation, communication, and documentation skills.

Preferred Qualifications
• Experience with ServiceNow Field Service Management (FSM), including case-to-work-order orchestration and field service coordination.
• Familiarity with ServiceNow ITSM, CMDB, Asset Management, Knowledge Management, Virtual Agent, and Customer Portal capabilities.
• Experience integrating customer service processes with field service operations.
• ServiceNow certifications such as CSA, CIS-CSM, or CIS-FSM.
• Experience supporting large enterprise customer service transformation initiatives.

Why Join Us
• Lead high-visibility ServiceNow CSM initiatives that directly impact customer experience and operational performance.
• Help organizations modernize customer service operations through automation, workflow optimization, and digital transformation.
• Work alongside experienced ServiceNow consultants and architects on enterprise-scale programs.
• Join a collaborative environment focused on innovation, customer outcomes, and continuous improvement.