UK Wide Hybrid | Permanent | £85,000-£100,000 + Bonus + Benefits
Most ServiceNow hiring focuses on the platform. This role is different.
We're looking for someone who understands how customer service organisations actually work. Someone who can walk into a business, understand the challenges their customer-facing teams are experiencing, and help design a better way of operating.
ServiceNow may be the technology, but the real focus is on customer transformation.
Working with a major transformation consultancy, you'll help clients rethink how they manage customer interactions, case handling, service delivery and operational performance, whilst shaping how ServiceNow supports those ambitions.
The Opportunity ServiceNow's Customer Workflows proposition is growing rapidly, and organisations are increasingly looking beyond traditional CRM platforms to improve customer operations.
As a senior consultant, you'll work with business and technology stakeholders to understand current-state challenges, define future-state operating models and develop transformation roadmaps that deliver measurable outcomes.
You'll be involved from the earliest stages of engagement, helping clients identify opportunities, build business cases and shape programmes before implementation teams are brought in.
What You'll Be Doing Leading workshops with customer service, operations and technology teams
Mapping customer journeys and service processes
Assessing customer operating models and identifying improvement opportunities
Building transformation roadmaps and business cases
Advising clients on where ServiceNow can add value within their wider CRM landscape
Supporting proposals, pre-sales activities and client presentations
Helping grow the consultancy's Customer Workflow and CRM capability

Projects could cover

Customer Service Management (CSM)
Case Management
Contact Centre Transformation
Customer Self-Service
Omnichannel Service Operations
Workflow Automation
Field Service Transformation
Customer Experience Improvement
What We're Looking For We're open to a variety of backgrounds.

You may currently be working as a

ServiceNow Consultant
CRM Transformation Consultant
Business Architect
Service Architect
Customer Operations Consultant
Customer Experience Consultant
Solution Architect
Management Consultant
We'd particularly like to speak with people who combine strong stakeholder engagement skills with an understanding of customer service processes and technology-enabled transformation.
Experience with ServiceNow is important, although we're not expecting expertise across every module. Exposure to Customer Service Management (CSM), Field Service Management (FSM) or wider Customer Workflows would be highly beneficial.
Candidates from Salesforce, Dynamics or broader CRM consulting backgrounds are also encouraged to apply if they have some ServiceNow exposure and are interested in developing further in that space.
Why Join? This is an opportunity to help define a growing capability rather than simply deliver against an established playbook.
You'll work alongside experienced transformation professionals, engage directly with senior client stakeholders and play a visible role in shaping how the consultancy approaches customer transformation within the ServiceNow ecosystem.
For someone who enjoys solving business problems, influencing strategy and working with clients at the front end of programmes, this offers a genuine step away from pure implementation and into advisory-led consulting.
Location: UK Wide Hybrid
Salary: Up to £100,000 + Bonus + Benefits