What are the responsibilities and job description for the Manager, ServiceNow-CSM position at West Monroe?
Are you ready to make an impact?
West Monroe is seeking a Manager 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 Manager, you will lead project teams, working closely with clients to understand their business needs, translate them into functional requirements, design solutions, and configure ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals.
What You’ll Do
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll 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. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.
Seattle or Washington, D.C.
$163,900—$188,800 USD
Los Angeles
$167,700—$197,800 USD
New York City or San Francisco
$175,300—$206,800 USD
A location not listed above
$152,500—$179,800 USD
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
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 www.westmonroe.com/inclusion.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
West Monroe is seeking a Manager 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 Manager, you will lead project teams, working closely with clients to understand their business needs, translate them into functional requirements, design solutions, and configure ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals.
What You’ll Do
- Serve as a delivery leader on engagements, communicating with client sponsors directly without oversight, and exemplifying engagement management, client relationship, client satisfaction, risk management, and delivery team management skills.
- Oversee engagement scope, budget, deliverables, profitability, work management and reporting, change management, vendor management, and team development.
- Exhibit market knowledge and technical expertise with ServiceNow Customer Service Management and at least one of West Monroe’s core industries.
- Achieve business development goals primarily through building networks with internal partners, educating channel partners on practice offerings, farming opportunities, and scoping projects/proposals.
- Originate and create methodologies, project assets and tools, and ensure maintenance of those assets. Support direction and strategy for functional, industry, or technology methodologies, quality assurance, and toolsets used within the practice.
- Author white papers and deliver presentations (internal and external) on innovations, best practices, and methodologies. Gain visibility and build West Monroe brand through interviews, writing articles, and/or providing quotes for trade journals.
- Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions.
- Model and mentor Consultants and Senior Consultants day-to-day in personifying West Monroe values with clients, on project teams, and within individual relationships.
- Career Advisor for at least one Consultant – actively participating in the performance expectation and management process.
- Actively engage in recruiting, interviewing, and selecting campus and experienced new hire consultants.
- Bachelor’s degree or equivalent experience required.
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) is strongly preferred.
- 5-8 years of ServiceNow consulting experience, with a focus on Customer Service Management.
- Expert project manager with extensive experience managing ServiceNow-CSM projects including developing work plans, project scopes, pricing estimates, budget management, issue and risk management, and presenting deliverables.
- Extensive experience managing ServiceNow-CSM implementations from end-to-end including leading discovery workshops with large audiences, managing requirements sessions, processing workflows, leading solutions design and prototype demonstrations, 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.
- Demonstrated ServiceNow-CSM product knowledge including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements
- Business development experience including farming leads and assisting in managing the sales process – pursuit strategy, client development cycle and tools, proposal development, fee and profitability planning, and contract management.
- 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.
- Experience with Agile methodologies is a plus.
- Highly proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
- Demonstrated success within one or more of West Monroe’s core industries including Consumer & Industrial Products, Healthcare (payer/provider), Life Sciences, High Tech & Software, Utilities, Insurance, Banking, and/or Private Equity; Financial Services industry experience is strongly preferred.
- A commitment to inclusion and diversity, and openness to new ideas and perspectives.
- Ability to travel up to 50%.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll 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. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.
Seattle or Washington, D.C.
$163,900—$188,800 USD
Los Angeles
$167,700—$197,800 USD
New York City or San Francisco
$175,300—$206,800 USD
A location not listed above
$152,500—$179,800 USD
Other consultancies talk at you.
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
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 www.westmonroe.com/inclusion.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
Salary : $152,500 - $206,800
