ServiceNow Business Process Consultant; BPC CSM​/TPSM

The Service Now Business Process Consultant (BPC) – CSM & TPSM will serve as a senior functional and business process design lead for the MyCDW Service Now transformation, translating CDW’s customer service, client onboarding, managed services, account management, and technology service delivery needs into scalable business processes and Service Now solution designs. This role requires deep experience with Service Now 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
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The BPC will work closely with CDW business stakeholders, Product Owners, Business Analysts, Enterprise and Solution Architects, Service Now technical resources, and other MyCDW work streams to define the future-state operating model and ensure business requirements translate into a cohesive Service Now 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 Service Now best practices and standardized, scalable enterprise processes.

• 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 Service Now 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 Service Now 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 Service Now 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 Service Now 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 Service Now leading practices and enterprise-standard…