Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead CRM strategy, optimise processes, and drive customer engagement using innovative AI tools.
- Company: Join ServiceNow, a global leader in transforming work with cutting-edge technology.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping businesses maximise their ServiceNow investment.
- Qualifications: Experience in CRM consulting and integrating AI into workflows is essential.
- Other info: Collaborative environment with a focus on innovation and career development.
The predicted salary is between 54000 - 84000 £ per year.
The 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.
Responsibilities
- 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 ServiceNow 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.
Qualifications
- 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.
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 - ServiceNow 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.
Principal Business Process Consultant employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Business Process Consultant
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Showcase your expertise! Create a portfolio or case studies that highlight your CRM successes. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to CRM processes. We want you to feel confident and ready to impress!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Principal Business Process Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in CRM processes and any relevant AI integration you've done. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about CRM and how your skills align with our mission at ServiceNow. Be genuine and let your personality come through.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements rather than just duties. Quantify your successes where possible – numbers speak volumes! We love to see how you've made an impact in previous positions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at ServiceNow
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM workflows like CSM, FSM, and SOM. Brush up on how these processes work within ServiceNow and be ready to discuss specific examples of how you've optimised or transformed these workflows in past roles.
✨Showcase Your AI Savvy
Since the role involves leveraging AI for CRM processes, come prepared with examples of how you've integrated AI into your work. Discuss any tools you've used and the impact they had on decision-making or problem-solving.
✨Engage with Stakeholders
Demonstrate your ability to partner with senior stakeholders by preparing questions that show your understanding of their business objectives. Think about how you can align CRM strategies with their goals and be ready to share your insights.
✨Be a Thought Leader
Prepare to discuss how you can provide guidance during ambiguity. Share your thoughts on best practices in CRM and how you’ve mentored others in the past. This will show your potential as a leader within the team.
