ServiceNow Business Process Consultant (BPC) – CSM/TPSM

Job Summary The ServiceNow Business Process Consultant (BPC) – CSM & TPSM will serve as a senior functional and business process design lead for the My CDW 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 My CDW 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 onboar