ServiceNow CRMFSM Business Process Consultant

Kforce has a client that is seeking a ServiceNow CRM/FSM Business Process Consultant in Austin, TX.

Summary: ServiceNow Business Process Consultant focused on CRM (Customer Service Management & Field Service Management) to define customer service workflows, case management processes, and automation-ready designs. This role translates business needs into scalable, standardized ServiceNow solutions that improve customer experience and operational efficiency.

Key Responsibilities:

• Lead process discovery and requirements gathering for CRM/CSM initiatives
• Design end-to-end customer service workflows (intake, routing, resolution, SLAs)
• Define case management models and customer journey flows
• Identify opportunities for automation, self-service, and process optimization
• Translate requirements into user stories, process maps, and functional specs
• Partner with architects/dev teams to ensure solution alignment and delivery
• Support UAT, backlog grooming, and stakeholder communication
• Establish standardized process frameworks and best practices