Senior Business Process Consultant (CSM / CRM)

Location: 100% remote, work from home

Type of Role: Contract role, potential contract to hire

Pay Rate: $55 to $70 per hour

Work Authorization: Authorized to work in the United States without the need for sponsorship. (Either now, or in the future)

Purpose

Own the functional thread of the upcoming release: turn the customer’s business needs into approved designs, user stories and acceptance criteria, then carry them through demos, user acceptance testing and so the delivered configuration matches what users asked for.

Key responsibilities

• Lead requirements definition and functional design across four enhancements and two new capabilities; facilitate workshops with the customer’s CRM Product Manager, product owners and subject matter.
• Refine and author user stories with acceptance criteria, including review and completion of existing but unimplemented Core UX stories. Core UX requirements are approximately 75% defined and discovery has been paused since February, so gap closure is an early priority.
• Run the persona and UX analysis for core CRM user groups; co-design dashboards and reports with the CRM Product Manager.
• Conduct the full CRM notification review and define the administrator self-service reconfiguration model and its documentation.
• Facilitate two discovery-and-design workstreams, producing options analyses, trade-offs, persona based epics and a written recommendation; engage stakeholders across communications, advisory and the CSM workstream.
• Validate the product-adoption data model with the ITSM product-catalog workstream and confirm legacy datasets for bulk uploads.
• Facilitate system integration testing and user acceptance testing: test scenarios, business validation, business-side defect triage and sign-off.
• Produce end-user and process documentation and deliver enablement sessions after each sprint and at release end.
• Flag cross-workstream impacts proactively.

The customer is building two scoped applications on CSM that modify the Configurable Workspace with role-based ACLs.

Required experience

• 5+ years of business process and functional consulting on ServiceNow, with demonstrated CSM or CRM implementation delivery.
• Hands-on with CSM account and contact structures, Configurable Workspace, Interaction and Case models, notifications, and reporting and Performance Analytics concepts.
• Proven workshop facilitation with product owners and executive stakeholders; able to drive decisions in a multi-workstream program.
• Strong written deliverables: design documents, options and recommendation papers, user stories with acceptance criteria, administrator and end-user documentation.
• Agile delivery with two to three week sprints, backlog grooming and sprint demos.
• Mandatory certification: ServiceNow Certified Implementation Specialist, Customer Service Management. Must be current and will be verified before assignment.
• Valued additional credentials: ServiceNow Certified System Administrator, and any healthcare or lifesciences industry certification, for example ServiceNow Healthcare and Life Sciences Service Management credentials, HIPAA privacy and security training, AHIP health-plan certification, PAHM, or CPHIMS / CAHIMS.
• Strong, clear verbal and written communication. Must be able to lead customer conversations unaided, and bring ServiceNow best-practice recommendations to the table to shape and sharpen requirements rather than simply record them.
• Consultative posture: willing and able to challenge requests where warranted and guide the customer toward best-practice ServiceNow design.
• Healthcare and life sciences delivery experience is a significant plus; experience in regulated environments is preferred.

Success measures

• Design sign-off and approved stories and acceptance criteria by the end of the Plan phase.
• Both discovery-and-design recommendation packages accepted by the customer with a clear decision path.
• User acceptance testing sign-off with no open business-critical defects.
• Customer administrators able to reconfigure CRM notifications unaided.

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

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