Are you ready to make an impact?
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 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 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
- 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
- Previous experience managing multiple workstreams as a member or leader on ServiceNow implementations including leading requirements sessions, processing workflows, leading solutions design, configuring 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
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
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. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
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 require a reasonable accommodation to participate in our recruiting process, please inquire by sending an email to [email protected].
Please review our current policy regarding use of generative artificial intelligence during the application process.
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.
Top Skills
West Monroe Los Angeles, California, USA Office
Our office is in the heart of downtown Los Angeles, with a fantastic view of the Griffith Observatory and the Hollywood Hills. Our location makes it easy to collaborate with our clients in the banking, private equity, and healthcare sectors, and still make it to a Dodgers or Lakers game by 5 p.m.
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