Overview
The ServiceNow CSM/CRM Functional Consultant will support the design phase of a new CRM transformation program. In a primarily remote capacity with some travel to Central London, the consultant will collaborate with business stakeholders to understand processes, define requirements, and create effective functional designs within ServiceNow. This role is focused on functional design rather than technical development, ensuring solutions align with customer and commercial needs.
Responsibilities
- Collaborate with business stakeholders to understand customer and commercial processes.
- Define requirements and use cases for the CRM transformation program.
- Drive design workshops to gather functional requirements.
- Translate business requirements into ServiceNow functional designs.
- Support the design phase of the CRM implementation with potential for continued engagement into the build phase.
- Utilize expertise in ServiceNow CSM / CRM for effective solution delivery.
Requirements
- Strong ServiceNow CSM / CRM functional consulting experience.
- Experience with ServiceNow Order Management (SOM).
- Understanding of Commercial CRM / Lead-to-Cash processes.
- Experience leading requirements and design workshops.
- Ability to translate business requirements into ServiceNow functional designs.
- Strong client-facing and stakeholder management skills.
- Desirable: Logik.ai CPQ experience or exposure.
- Desirable: Familiarity with ServiceNow Sales CRM and Public Sector solutions.