Sr. Business Process Consultant – CRM

The Business Process Consultant will serve as the functional and process expert during customer engagements, guiding customers on configuration versus customization and adoption of best practices. They will advise senior leaders on process optimization and AI/automation opportunities. Responsibilities include leading workshops to capture current-state processes and design future-state workflows, translating requirements into business requirement workbooks, user stories, acceptance criteria, and test plans, and defining KPIs and success measures to track value realization. The consultant will partner with Technical Consultants, Solution Architects, and Project Managers to ensure requirements flow into robust technical solutions, support testing and customer validation, and monitor for scope creep. Additionally, they will analyze processes to identify areas for automation, AI agent adoption, and continuous improvement, develop adoption strategies, training materials, and change management plans, and ensure user experience is prioritized. Staying current on ServiceNow capabilities, CRM/CSM trends, and AI innovations, and sharing best practices internally and externally are also key responsibilities, with support for pre-sales and solutioning activities as needed.