Skills

Communication Jira ServiceNow Test Scrum Customer Service Training Architecture Agile Analytics

Job Specifications

About the Role:

We are seeking a highly skilled and motivated CSM ServiceNow Business Process Consultant. In this role, you will be responsible for analyzing, designing, and optimizing business processes within the ServiceNow Customer Service Management (CSM) platform. You will work closely with stakeholders to understand business requirements, define process improvements, and implement scalable solutions that enhance customer experience and operational efficiency.

Key Responsibilities:

Serve as a subject matter expert (SME) in ServiceNow CSM capabilities and best practices.
Analyze existing business processes and identify areas for improvement and automation.
Design and document end-to-end CSM workflows and solutions aligned with business needs.
Lead workshops and meetings with business stakeholders to gather requirements and validate solutions.
Collaborate with ServiceNow developers and technical teams to ensure the proper implementation of process changes.
Develop use cases, test scenarios, and support user acceptance testing (UAT).
Provide guidance on configuration, customization, and integration with other ServiceNow modules (e.g., ITSM, FSM, HRSD).
Support the rollout of new features and upgrades, ensuring minimal disruption and strong adoption.
Deliver training and documentation to end users and support teams.
Stay current with ServiceNow platform updates, particularly new CSM features and capabilities.

Required Qualifications:

Proven experience (3+ years) as a Business Process Consultant or Analyst, specifically in ServiceNow CSM.
Strong understanding of ServiceNow platform architecture, configuration, and integration.
Demonstrated experience in designing and optimizing business processes and workflows.
Excellent communication skills with the ability to convey technical concepts to non-technical stakeholders.
Experience with Agile/Scrum methodologies and tools such as JIRA or ServiceNow Agile Development.
ServiceNow Certified Implementation Specialist – CSM certification (preferred).
Familiarity with industry frameworks such as ITIL, COBIT, or Six Sigma (a plus).

Preferred Skills:

Experience with ServiceNow Performance Analytics, Virtual Agent, or Predictive Intelligence.
Background in customer support operations, field service, or case management.
Ability to manage multiple priorities in a fast-paced environment.

Education:

Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.

About the Company

Alldus is a specialist staffing company with one single purpose: To connect the best people in Artificial Intelligence & Digital Transformation. We serve our clients by effectively understanding their professional needs. We meet these needs by providing them qualified professionals with a unique combination of skills, experience and expertise in AI, Machine Learning, Data Science & ServiceNow. Our business focuses on two core areas. Artificial Intelligence The Alldus team has unrivalled insight into the AI market which allow... Know more