What are the responsibilities and job description for the Senior Consultant, ServiceNow-CSM position at West Monroe?
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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
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.
$127,700—$150,200 USD
Los Angeles
$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
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 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
- Serve on client delivery teams as a program manager; structure and manage your own work and the work of others within a workstream according to project workplan and Statement of Work (SOW); support functional workstream planning and execution by collaborating with team members and client functional leads.
- Structure and lead deliverables via thorough and effective data gathering, generate sound hypotheses, and deliver high-quality analyses.
- Exhibit market knowledge and technical familiarity with ServiceNow Customer Service Management and at least one of West Monroe’s core industries.
- Build practice area capabilities, identify and scope practice development initiatives, lead onboarding activities, and lead training delivered to the practice.
- Regularly seek out farming opportunities and engage project managers and practice leadership to evaluate and pursue in support of business development goals.
- Engage in account management process including supporting account planning, developing and maintaining relationships with client peers, invoicing, resource allocations, and project financial management.
- Actively participate in proposal development by synthesizing client asks and issues while mapping West Monroe methodologies and reviewing client materials to determine appropriate scope as well as potential areas out-of-scope.
- Contribute to thought leadership development aligned to specific engagement (blogs, articles, white papers).
- Assist team members in integrating effectively onto the team, providing instruction, assistance, and coaching on methodologies and work approached.
- Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions.
- Model and mentor more junior-level consultants day-to-day in personifying West Monroe values with clients, on project teams, and within individual relationships.
- Support recruiting, interviewing, and selecting campus and experienced new hire consultants.
- May serve as a Career Advisor to an intern or more junior-level consultant.
- 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 is a plus.
- 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.
$127,700—$150,200 USD
Los Angeles
$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
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 : $121,600 - $164,500
