Senior ServiceNow Customer Workflow Consultant

UK Wide Hybrid | Permanent | Up to the high £80,000s + 10% bonus and benefits

ServiceNow is making a bigger push into CRM, but there still are not many people who have spent years working across its newer customer products. The hiring manager knows that, so this is less about matching every module and more about finding someone who understands ServiceNow, CRM and how good customer operations should work.

I'm working with a large transformation consultancy that wants to build its capability in this area ahead of expected client demand. They need a senior consultant who can sit with a client, understand how their customer services currently operate and help them work out what the future should look like.

You'll lead discovery sessions with customer operations, service and technology teams. You'll look at existing customer journeys, processes and systems, identify where services are falling short and turn that into a sensible transformation roadmap and business case.

The work could involve customer case management, contact centre processes, field operations, self-service and workflow automation. You'll help shape solutions using either ServiceNow CSM or FSM, depending on the client and your own background. You may also be asked to help clients understand where ServiceNow fits alongside established CRM platforms such as Salesforce.

This is not a hands-on development role. The wider consultancy has delivery teams that can handle the detailed implementation. Your job is to make sure the right problem is being solved, the proposed approach makes sense and the client understands the value they should get from it.

You'll also support proposals, presentations and early conversations with prospective clients as the consultancy builds its customer workflow offering.

You'll probably come from a ServiceNow consulting, CRM transformation, business architecture or customer operations background. You need a good understanding of the ServiceNow platform and ideally experience with CSM or FSM. You do not need both.

They are more interested in whether you understand CRM properly. You should be comfortable discussing customer journeys, case management, service operating models and the role technology can play in improving the experience for both customers and service teams.

Candidates with a strong Salesforce or wider CRM background will also be considered, but you will still need enough ServiceNow knowledge to speak confidently about the platform and how its workflows could support customer operations.

You'll need to be comfortable leading workshops, advising senior stakeholders and turning broad business problems into clear recommendations. Experience developing roadmaps, business cases or client proposals would be useful. ServiceNow certifications would be a bonus, but they are not the main thing the manager will judge you on.

This is a chance to get involved in an area of ServiceNow that is still taking shape. You will not be stepping into a rigid role or simply repeating the same type of implementation. You'll help decide how the consultancy approaches the market and what its customer workflow offering should look like.

It should suit someone who enjoys ServiceNow but wants to spend less time on configuration and more time working with senior clients, shaping programmes and solving business problems.

You can be based anywhere in the UK. Travel to one of the consultancy's UK offices will usually be around once a month, with client travel required at key project milestones.

If your current title is different but your background covers ServiceNow, CRM and customer transformation, I'd still be keen to speak with you.

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