ServiceNow Process Consultant (Call Center)

APN Consulting has an immediate need for a direct client requirement:
Position Title: ServiceNow Process Consultant (Call Center Project)
Location: Remote Prefer in East or Central Time
Project Type: New Call Center Setup
Employment Type: Contract
Experience Level: Mid-Senior

About the Project:
We are seeking a ServiceNow Process Consultant to play a key role in standing up a new call center for our client. The goal is to implement ServiceNow's Customer Service Management (CSM) module and other ITSM processes to ensure efficient, scalable workflows for the call center operations. You will collaborate with both business and technical teams to align the call center operations with best practices, ensure seamless integrations, and drive process efficiency through ServiceNow.
Key Responsibilities:

• Business Process Consulting: Work closely with stakeholders to gather requirements, define business processes, and map them to ServiceNow solutions for the new call center.
• ServiceNow Implementation: Lead the design and implementation of the ServiceNow CSM module, ITSM processes, and call center workflows.
• Process Design: Develop and document end-to-end processes for customer service operations, ticketing, case management, and escalation procedures within ServiceNow.
• Workflows & Automation: Identify areas for process automation and optimization, leveraging ServiceNow's workflow capabilities.
• Training & Change Management: Provide training and user support to call center staff and management on ServiceNow processes and workflows, ensuring adoption and smooth transition.
• Integration & Configuration: Collaborate with technical teams to configure and integrate ServiceNow with telephony systems, CRMs, and other relevant tools for the call center.
• Performance Metrics: Define and track key performance indicators (KPIs) for call center operations, ensuring continuous improvement and operational excellence.

Requirements:

• Experience: 3-5+ years of experience in ServiceNow process consulting or related fields, with a strong focus on ServiceNow CSM or ITSM modules.
• ServiceNow Knowledge: Deep understanding of ServiceNow platform capabilities, particularly in Customer Service Management (CSM), Incident Management, and Case Management.
• Business Process Expertise: Proven experience in designing and optimizing processes for call centers or customer service operations.
• Communication: Excellent communication and stakeholder management skills, with the ability to translate business needs into technical solutions.
• Analytical Skills: Strong problem-solving abilities, with a focus on process improvement and automation.
• Certifications: ServiceNow Certified System Administrator (CSA) or similar certifications preferred.

Preferred:

• Experience working in call center environments or customer support operations.
• Familiarity with telephony integrations and CRM systems.
• Knowledge of change management principles and methodologies.

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