ServiceNow Business Process Consultant (BPC) – CSM/TPSM

About this role

Job Summary
The ServiceNow Business Process Consultant (BPC) – CSM & TPSM will serve as a senior functional and business process design lead for the MyCDW ServiceNow transformation, translating CDW’s customer service, client onboarding, managed services, account management, and technology service delivery needs into scalable business processes and ServiceNow solution designs. This role requires deep experience with ServiceNow Customer Service Management (CSM) and strong functional experience with Technology Provider Service Management (TPSM), with emphasis on Client Onboarding, customer and account management, product and service relationships, entitlements, customer support, and ongoing service delivery.
The BPC will work closely with CDW business stakeholders, Product Owners, Business Analysts, Enterprise and Solution Architects, ServiceNow technical resources, and other MyCDW workstreams to define the future-state operating model and ensure business requirements translate into a cohesive ServiceNow design. The individual must operate as a consultant and process designer—not simply as a requirements gatherer, challenging unnecessary customization, avoiding replication of legacy processes, and guiding stakeholders toward ServiceNow best practices and standardized, scalable enterprise processes.

What you will do

• Lead discovery, strategy, and future-state process design workshops with CDW business and technology stakeholders.

• Translate customer service, client onboarding, managed services, account management, and technology service delivery needs into scalable ServiceNow CSM and TPSM business process designs.

• Document current-state processes, pain points, business requirements, personas, desired outcomes, process flows, user stories, acceptance criteria, and solution recommendations.

• Design future-state customer service, case management, customer support, customer portal, self-service, knowledge management, escalation, SLA, reporting, and customer experience processes.

• Provide functional leadership for ServiceNow CSM capabilities including customer and account management, contacts, account hierarchies, entitlements, case intake, routing, resolution, notifications, Agent Workspace, dashboards, and CSM-to-ITSM workflow integration.

• Apply TPSM capabilities to support CDW’s technology and managed-services business, including customer products and services, sold and installed products, customer assets, service offerings, contractual service relationships, service commitments, partner relationships, and service visibility.

• Help stakeholders determine what should be designed using foundational CSM capabilities and where TPSM-specific capabilities should extend that foundation.

• Lead design of the MyCDW Client Onboarding process using ServiceNow TPSM, establishing a repeatable model from customer commitment and contract through operational readiness, service activation, transition, and ongoing service delivery.

• Define onboarding plans, milestones, tasks, dependencies, approvals, ownership, handoffs, customer-facing visibility, internal visibility, escalation paths, and measurable onboarding outcomes.

• Establish how accounts, contacts, products, sold products, services, assets, entitlements, cases, and service commitments relate within ServiceNow and carry forward from onboarding into operational support.

• Identify opportunities to simplify, standardize, automate, and improve customer-facing and internal service processes while avoiding unnecessary customization or replication of legacy system behavior.

• Facilitate decisions across business units and stakeholder groups when requirements differ or conflict, guiding teams toward ServiceNow leading practices and enterprise-standard processes.

• Partner across CSM/Self-Service, ITSM, CMDB/ITOM, Integrations, SPM, Platform, architecture, product, business analysis, and delivery workstreams to identify dependencies and align functional designs to the broader MyCDW ServiceNow architecture and CSDM strategy.

• Support prioritization, backlog refinement, demonstrations, validation sessions, UAT planning, business readiness, and implementation roadmap decisions.

• Maintain traceability between business outcomes, requirements, process designs, features, backlog items, design decisions, assumptions, risks, dependencies, and unresolved business questions requiring leadership action.

What we expect of you

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, and 10+ years of experience with ServiceNow OR 14 years of work experience with ServiceNow.

• 7+ years of business process consulting, functional consulting, business analysis, or comparable enterprise transformation experience.

• 5+ years of hands-on functional experience designing ServiceNow solutions, including significant ServiceNow Customer Service Management (CSM) implementation or design experience.

• Demonstrated experience with, or strong functional knowledge of, ServiceNow Technology Provider Service Management (TPSM).

• Experience designing customer or client onboarding processes using ServiceNow CSM/TPSM or comparable ServiceNow workflow capabilities.

• Ability to lead ServiceNow discovery and process-design workshops with business, technical, product, architecture, and executive stakeholders.

• Experience translating business requirements into ServiceNow functional designs, process flows, implementation-ready user stories, and acceptance criteria.

• Strong understanding of ServiceNow out-of-the-box capabilities, including when requirements should be addressed through configuration versus customization.

• Experience supporting technology providers, managed service providers, VARs, systems integrators, or technology-services organizations, a plus.

• Experience designing solutions for complex B2B customer-service environments with multiple customers, products, services, contracts,…