ServiceNow Business Process Consultant - CSM

ServiceNow Business Process Consultant
6 months
Fully remote, 40 hours per week
CDW is seeking a ServiceNow Business Process Consultant to support the ServiceNow Platform Migration & Consolidation program. This consultant will own the functional and process responsibilities for one or more outcome-focused workstreams, working closely with Managed Services process owners and ServiceNow Solution Architects.
The consultant will lead discovery and process-validation workshops, document current-state and future-state processes, elicit and prioritize requirements, and develop user stories with clear acceptance criteria for the build backlog. The role will also participate in sprint refinement, design validation, solution showbacks, UAT, training coordination, change readiness, and phased migration preparation.
Required Qualifications

• 4+ years of ServiceNow business process or functional consulting experience.
• Strong functional process knowledge in ServiceNow CSM, ITSM, or ITOM.
• Experience leading discovery workshops and process-mapping sessions.
• Experience eliciting, documenting, and prioritizing business requirements.
• Experience authoring user stories and acceptance criteria in an agile environment.
• Strong facilitation, presentation, and stakeholder-management skills.
• Ability to drive alignment among competing business and process owners.
• Understanding of ITIL and service-management practices.
• Ability to work remotely and attend onsite Planning Phase process-validation sessions.

Preferred Qualifications

• ServiceNow CIS-CSM, CIS-ITSM, or CSA certification.
• ITIL v4 certification.
• Experience standardizing processes across legacy or acquired business units.
• Managed-services or customer-facing process-design experience.
• Familiarity with organizational change management, user adoption, and training development.

Work Arrangement: Remote, with onsite attendance during Planning Phase process-validation weeks. Onsite location and travel requirements will be confirmed.
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