Senior Business Process Consultant

Job Title: Senior Business Process Consultant (CSM/CRM)

Location: Remote

Duration: Long-term contract

Job Description:

Own the functional thread of Release 2: turn CLIENT'S business needs into approved designs, user stories and acceptance criteria, then carry them through demos, UAT and enablement so the delivered configuration matches what users asked for.

• Lead requirements definition and functional design across the four enhancements and two new capabilities; facilitate workshops with the Clients CRM Product Manager, product owners and SMEs.
• Refine and author user stories with acceptance criteria, including review and completion of existing but unimplemented Core UX stories. Core UX requirements are approximately 75% defined and discovery has been paused since February, so gap closure is an early priority.
• Run the persona and UX analysis for core CRM user groups; co-design dashboards and reports with the CRM Product Manager.
• Conduct the full CRM notification review and define the admin self-service reconfiguration model and its documentation.
• Facilitate the two discovery-and-design work streams, producing options analyses, trade-offs, persona-based epics and a written recommendation; engage Communications, Blue Web, Plan Advisory and the CSM workstream.
• Validate the product-adoption data model with the ITSM product-catalog workstream and confirm legacy datasets for bulk uploads.
• Facilitate SIT/UAT: test scenarios, business validation, business-side defect triage, and sign-off.
• Produce end-user and process documentation and deliver enablement sessions after each sprint and at release end.
• Flag cross-workstream impacts proactively --- clients is building two scoped apps on CSM (Contact Center, FEP Hub) that modify the Configurable Workspace with role-based ACLs.

• 5+ years business process / functional consulting on Service Now, with demonstrated CSM or CRM implementation delivery.
• Hands-on with CSM account/contact structures, Configurable Workspace, Interaction and Case models, notifications, and reporting / Performance Analytics concepts.
• Proven workshop facilitation with product owners and executive stakeholders; able to drive decisions in a multi-workstream program.
• Strong written deliverables: design documents, options/recommendation papers, user stories with acceptance criteria, admin and end-user documentation.
• Agile delivery with 2--3-week sprints, backlog grooming and sprint demos.
• Mandatory certification: Service Now Certified Implementation Specialist --- Customer Service Management. Must be current and will be verified before assignment.
• Valued additional credentials: Service Now Certified System Administrator, and any healthcare or life-sciences industry certification --- for example Service Now Healthcare and Life Sciences Service Management credentials, HIPAA privacy/security training, AHIP health-plan certification, PAHM (Professional, Academy for Healthcare Management), or CPHIMS/CAHIMS.
• Strong, clear verbal and written communication. Must be able to lead customer conversations unaided, and bring Service Now best-practice recommendations to the table to shape and sharpen CLIENT'S requirements rather than simply record them.
• Consultative posture: willing and able to challenge requests were warranted and guide the customer toward best-practice Service Now design.
• Healthcare and Life Sciences (HCLS) delivery experience is a significant plus; experience in regulated or federal health-plan environments is preferred.

• Design sign-off and approved stories and acceptance criteria by the end of the Plan phase.
• Both discovery-and-design recommendation packages accepted by clients with a clear decision path.
• UAT sign-off with no open business-critical defects.
• Client's admins able to reconfigure CRM notifications unaided.