Senior Business Consultant ServiceNow with focus on CRM/CSM (m/f/d)

About us

servistio is a certified ServiceNow partner and supports companies in the digital transformation of their business processes. With a focus on automation, artificial intelligence, and end-to-end workflows, we advise on and implement solutions in the areas of HR, Sales & Order Management, Customer Service, and Field Service. We integrate omnichannel communication, optimize processes, and create smart, scalable solutions – for greater efficiency, lower costs, and higher customer satisfaction.

We are a multicultural, innovative, and open-minded team. We inspire our customers with our profound expertise, our motivation to achieve great results, and we add the finishing touch with our personal approach. Our values consist of partnership, loyalty, openness, commitment, trust, and a familial working environment, and they define the servistio mindset. We are passionate about details, but always remain pragmatic.
Do you want to support customers in sustainably optimizing their CRM and Customer Service processes with ServiceNow? Do you love translating functional requirements into innovative solutions and want to actively contribute your experience to the growth of our ServiceNow business? Welcome to servistio!

Responsibilities

• You advise our customers on the digital transformation of their CRM and Customer Service processes based on ServiceNow
• You accompany and design ServiceNow projects from consulting and conception through implementation to operation and continuous development
• You analyze functional requirements and develop tailor-made concepts and solution strategies in the CRM and/or CSM environment
• You work in agile projects and create high-quality features, epics, and user stories that combine your functional expertise with your technical ServiceNow know-how and provide the development teams with a clear and detailed basis for implementation
• You conduct business analyses and derive optimization measures for processes and digital workflows from them
• You take over the configuration of ServiceNow modules and support their continuous development
• You share your knowledge with our consultants, support the mentoring of junior consultants, and actively contribute to the professional growth of our team
• You play a central role in expanding our ServiceNow business and actively contribute your ideas to the further development of our CRM and CSM portfolio

Qualifications

• You have sound experience in the CRM and/or CSM environment
• You have several years of experience in the ServiceNow context (at least 4 years, ideally more than 5 years)
• You have professional experience in technology consulting, system integration, or comparable advisory roles
• You possess strong analytical and conceptual skills and enjoy acting as an interface between business and IT
• You understand the importance of the translation role between business and IT and have experience in requirements analysis and functional design
• You are characterized by high problem-solving and conflict-resolution skills and have experience in process optimization and process modeling
• You convince with strong communication skills, confident demeanor, and presentation skills
• You have a holistic view of interrelationships and know how to place complex topics within the overall picture
• You have successfully completed a university degree or a comparable qualification
• You have fluent German and good English language skills
• You are willing to travel for consulting projects within the DACH region

Benefits

• Attractive, performance-oriented compensation
• Plenty of scope for design and personal responsibility
• Exciting ServiceNow projects with demanding clients
• The opportunity to actively shape our ServiceNow portfolio
• An experienced team with strong knowledge sharing and short decision-making paths
• Individual further training and certification opportunities
• Modern working methods, flexible work models, and mobile working
• The chance to take on professional and personal responsibility and make a visible impact
• A family-friendly company with flexible working hours: remote, at the client's site, or in the office
• The option to order your own JobRad (company bike scheme)
• Life is more than work, so we offer 30 days of vacation

We look forward to receiving your application!

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