ServiceNow Business Process Consultant – CSM, TPSM

CDW

. Lead discovery, strategy, and future-state process design workshops .

Posted 10/22/2026full-timeRemote • United StatesSeniorLead💰 $132,000 - $193,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in ServiceNow CSM and TPSM, with a strong focus on designing and implementing customer service processes, onboarding strategies, and functional leadership. Proven ability to translate complex business requirements into actionable ServiceNow solutions while fostering collaboration across diverse stakeholder groups.

Highest-signal resume keywords

ServiceNow Customer Service Management (CSM)ServiceNow Technology Provider Service Management (TPSM)Business Process ConsultingFunctional ConsultingServiceNow Solution Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Process DesignUser Story DevelopmentAcceptance Criteria DocumentationProcess Flow DesignCustomer Onboarding Process DesignServiceNow ConfigurationIntegrationHubCSM-to-ITSM Workflow IntegrationTraceability MaintenanceRequirements Analysis

Soft Skills

LeadershipCollaborationFacilitationStakeholder EngagementDecision-Making

Tools & Technologies

ServiceNowCSMTPSMITSMCMDBIntegrationHub

Industry Keywords

Managed ServicesB2B Customer ServiceEnterprise TransformationTechnology ServicesOperational Readiness

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead discovery, strategy, and future-state process design workshops
Translate customer service, client onboarding, managed services, account management, and technology service delivery needs into ServiceNow CSM and TPSM business process designs
Document current-state processes, pain points, requirements, personas, outcomes, process flows, user stories, acceptance criteria, and solution recommendations
Design customer service, case management, customer support, customer portal, self-service, knowledge management, escalation, SLA, reporting, and customer experience processes
Provide functional leadership for ServiceNow CSM capabilities, including customer and account management, contacts, account hierarchies, entitlements, case intake, routing, resolution, notifications, Agent Workspace, dashboards, and CSM-to-ITSM workflow integration
Apply TPSM capabilities to support technology and managed-services operations
Lead the MyCDW Client Onboarding process from customer commitment and contract through operational readiness, service activation, transition, and ongoing service delivery
Define onboarding plans, milestones, tasks, dependencies, approvals, ownership, handoffs, visibility, escalation paths, and measurable outcomes
Establish relationships among accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments
Identify opportunities to simplify, standardize, automate, and improve service processes
Facilitate decisions across business units and stakeholder groups
Partner across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams
Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions
Maintain traceability across outcomes, requirements, process designs, features, backlog items, decisions, assumptions, risks, dependencies, and unresolved questions

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, or Mathematics, and 10+ years of experience with ServiceNow OR 14 years of work experience with ServiceNow
7+ years of business process consulting, functional consulting, business analysis, or comparable enterprise transformation experience
5+ years of hands-on functional experience designing ServiceNow solutions
Significant ServiceNow Customer Service Management (CSM) implementation or design experience
Demonstrated experience with, or strong functional knowledge of, ServiceNow Technology Provider Service Management (TPSM)
Experience designing customer or client onboarding processes using ServiceNow CSM/TPSM or comparable ServiceNow workflow capabilities
Ability to lead ServiceNow discovery and process-design workshops with business, technical, product, architecture, and executive stakeholders
Experience translating business requirements into ServiceNow functional designs, process flows, implementation-ready user stories, and acceptance criteria
Strong understanding of ServiceNow out-of-the-box capabilities, including configuration versus customization
Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations is a plus
Experience designing solutions for complex B2B customer-service environments is a plus
Experience with customer/account hierarchy design, installed product management, customer asset visibility, CSDM/CMDB concepts, CSM-to-ITSM workflow integration, IntegrationHub, or large-scale ServiceNow transformation programs is a plus
Readiness to explore, adapt, and grow with evolving technology and AI tools

Benefits

Comp & perks

Annual bonus target subject to terms and conditions of plan
Benefits package (see https://cdw.benefit-info.com/)
Collaborative environment
Supported professional growth
Equitable, transparent, and respectful hiring process
AI learning and experimentation opportunities