Principal Business Process Consultant

The Expert Services team at Service Now 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 Service Now platform by getting them to see the value of their Service Now 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 Service Now's platform capabilities and innovation.

• 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 Service Now 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.
• We approach our distributed world of work with flexibility and trust, offering flexible, remote, or office‑based personas as needed.

• 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 Service Now 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.

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 - Service Now 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.