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 ServiceNow Customer Service Management (CSM) implementations. As a Senior Consultant, you will work closely with clients to understand their business needs, translate them into functional requirements, and configure ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals.

What you'll do:

• Manage end-to-end ServiceNow CSM 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 ServiceNow solution design sessions from the identified user stories/requirements
• Oversee and execute ServiceNow 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 ServiceNow solutions.
• Manage project status, timelines, risks for overall project or individual workstream
• Exhibit market knowledge and technical familiarity with ServiceNow Customer Service Management and at least one of West Monroe's core industries.
• Contribute to thought leadership development aligned to specific engagement (blogs, articles, white papers).
• Stay current with ServiceNow 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.

What you'll bring:

• Bachelor's degree or equivalent experience required.
• ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) is strongly preferred.
• 4+ years of ServiceNow consulting experience, with a focus on Customer Service Management.
• Previous experience managing multiple workstreams as a member or leader on ServiceNow-CSM implementations including leading requirements sessions, processing workflows, leading solutions design, configuring CSM solutions, conducting systems integrator and user acceptance testing, managing deployment/go-live, and providing ongoing support.
• Hands-on configuration experience with ServiceNow 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