ServiceNow Business Process Consultant (CSM & AI)

We are seeking a highly experienced ServiceNow Business Process Consultant with deep expertise in Customer Service Management (CSM) and Artificial Intelligence (AI) solutions. This individual will partner with business stakeholders to assess, redesign, and optimize customer service processes while leveraging ServiceNow's AI capabilities to improve efficiency, customer experience, and operational excellence.

Must Have

ServiceNow Certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist Customer Service Management (CIS-CSM)
• Certified Application Developer (CAD)

Key Responsibilities

• Lead customer service transformation programs using ServiceNow CSM.
• Analyze and redesign business processes to align with industry best practices.
• Conduct discovery workshops and gather business requirements.
• Design AI-enabled workflows leveraging ServiceNow Predictive Intelligence, Generative AI, Virtual Agent, and Process Optimization.
• Drive adoption of AI-powered case management, self-service portals, and knowledge management solutions.
• Develop business process maps, functional requirements, and implementation roadmaps.
• Collaborate with architects, technical consultants, and client leadership teams.
• Define KPIs and success metrics for customer service operations.
• Serve as a trusted advisor on AI and customer service transformation initiatives.

Required Qualifications

• 5+ years of ServiceNow consulting experience.
• 3+ years implementing ServiceNow CSM solutions.
• Experience with ServiceNow AI technologies, including:
• Predictive Intelligence
• Generative AI Controller
• Now Assist
• Virtual Agent
• Agent Intelligence
• Strong knowledge of customer service operations and case management.
• Experience conducting process improvement initiatives.