Principal Business Process Consultant

Job DescriptionAbout Expert Services & CRM PracticeThe 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 RolePrincipal 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 ResponsibilitiesCRM Strategy & AdvisoryPartner 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 & OptimisationAnalyse 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 & EnablementProvide guidance during ambiguity, ensuring CRM solutions align with compliance and scalability.Coach and mentor junior BPCs on CRM solutioning and delivery excellence.Collaboration & GovernanceWork 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 IntegrationLeverage AI-powered tools for CRM process mapping, automation, and predictive insights.Explore AI-driven enhancements for customer engagement and operational efficiency.Customer EngagementAct as a trusted advisor in CRM-focused engagements, with occasional travel within EMEA.QualificationsTo 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 InformationWork PersonasWe 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 EmployerServiceNow 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. AccommodationsWe 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 globaltalentss@servicenow.com for assistance. Export Control RegulationsFor 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.