Principal Business Process Consultant

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About Expert Services & CRM Practice
The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
Within CEG, the CRM practice focuses on delivering Customer Service Management (CSM), Field Service Management (FSM), Sales and Order Management (SOM), and industry-specific CRM workflows. Our mission is to enable seamless CRM transformation and adoption, leveraging ServiceNow's platform capabilities and innovation.
The Role
Principal BPCs in CRM are strategic advisors who lead end-to-end CRM process re-engineering and ensure successful delivery of complex CRM engagements. They influence senior stakeholders, align business processes with CRM solutions, and drive measurable outcomes across customer experience workflows.
Key Responsibilities

• CRM Strategy & Advisory
  • Partner with senior stakeholders to define CRM vision, roadmap, and future-state processes.
  • Lead discovery workshops focused on CRM workflows (CSM, FSM, SOM, Industry Workflows).
  • Translate business objectives into functional specifications and user stories for CRM solutions.
• Process Design & Optimisation
  • Analyse existing CRM processes, identify gaps, and implement automation using ServiceNow CRM capabilities.
  • Advocate for CRM best practices and share insights with product teams for continuous improvement.
• Thought Leadership & Enablement
  • Provide guidance during ambiguity, ensuring CRM solutions align with compliance and scalability.
  • Coach and mentor junior BPCs on CRM solutioning and delivery excellence.
• Collaboration & Governance
  • Work closely with Technical Consultants, Workflow Architects, and CRM Sales Architects to ensure seamless execution.
  • Contribute to CRM-specific frameworks, reference instances, and reusable assets for accelerated delivery.
• Innovation & AI Integration
  • Leverage AI-powered tools for CRM process mapping, automation, and predictive insights.
  • Explore AI-driven enhancements for customer engagement and operational efficiency.
• Customer Engagement
  • Act as a trusted advisor in CRM-focused engagements, with occasional travel within EMEA.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Deep experience in CRM business process consulting within complex, global organizations.
• Expertise in CRM workflows (CSM, FSM, SOM) and/or other industry-specific solutions.
• Proven ability to define and deploy CRM future-state processes across people, process, and technology.
• Familiarity with ServiceNow Now Assist and AI-enabled CRM capabilities.
• Strong communication, presentation, and stakeholder management skills.
• Ability to analyse and recommend CRM strategies aligned with business priorities.

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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