Senior Consultant, ServiceNow

West Monroe is seeking a Senior Consultant with business and technology consulting experience to join our Platforms & Customer Strategy team within our Technology & Experience practice.

We are looking for someone with deep expertise leading Service Now implementations. As a Senior Consultant, you will work closely with clients to understand their business needs, translate them into functional requirements, and configure Service Now CSM solutions to enhance their customer service operations and achieve their business goals.

• Manage end-to-end Service Now implementations, including configuration, integration, and testing, ensuring adherence to best practices and client goals.
• Lead business process review sessions to identify user stories/requirements.
• Lead Service Now solution design sessions from the identified user stories/requirements.
• Oversee and execute Service Now configuration activities, ensuring solutions are tailored to meet client needs while adhering to platform best practices.
• Facilitate business process reviews to identify client requirements and processes.
• Facilitate unit, system, and end-user testing to validate functionality, identify gaps, and ensure quality deliverables.
• Develop and deliver end-user training materials, user guides, and documentation to enable successful adoption of Service Now solutions.
• Assist with managing project status, timelines, risks for overall project or individual workstream.
• Exhibit market knowledge and technical familiarity with Service Now.
• Contribute to thought leadership development aligned to specific engagement (blogs, articles, white papers).
• Stay current with Service Now product updates, enhancements, and industry trends to provide cutting-edge solutions.
• Mentor more junior-level consultants day-to-day in personifying West Monroe values with clients, on project teams, and within individual relationships.

• Bachelor’s degree or equivalent experience required.
• Service Now Certified Implementation Specialist – Customer Service Management (CIS-CSM) is strongly preferred.
• 4+ years of Service Now consulting experience.
• Previous experience managing multiple work streams as a member or leader on Service Now implementations including leading requirements sessions, processing workflows, leading solutions design, configuring solutions, conducting systems integrator and user acceptance testing, managing deployment/go-live, and providing ongoing support.
• Hands-on configuration experience with Service Now App Engine.
• Exceptional written and verbal communication skills including the ability to create impactful and concise executive stakeholder-ready deliverables, and polished client-facing oral communication skills.
• Strong understanding of customer service processes and best practices.
• Experience with Agile methodologies.
• A commitment to inclusion and diversity, and openness to new ideas and perspectives.
• Ability to travel up to 50%.
• Hybrid role: 2x per week in office.
• You must be eligible to work in the United States without requiring sponsorship now or in the future.

Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here . Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able toenroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.

Seattle or Washington, D.C.

$127,800 - $150,200 USD

$133,800 - $157,300 USD

New York City or San Francisco

$139,800 - $164,500 USD

A location not listed above

$121,600 - $143,000 USD

West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit  If you require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to