Business Process Consultant – Customer Service Management

About the role

As a Business Process Consultant / Business Analyst (CSM), you ensure that business objectives, operational processes, and the ServiceNow platform remain aligned throughout the project lifecycle. You act as the central bridge between business stakeholders and delivery teams, enabling clear decisions, protecting scope, and guiding projects toward out-of-the-box (OOTB) adoption and a well-defined Minimum Viable Product (MVP).

The role combines structured analysis with active consulting: you lead process discussions, translate business needs into delivery-ready backlogs, and help Product and Process Owners make informed, timely decisions. Your work directly impacts delivery speed, solution quality, and customer satisfaction on the ServiceNow platform.

What you’ll do

Business understanding and process design

• Develop a deep understanding of business objectives, scope, and existing (as-is) processes.
• Plan and lead structured process and requirement workshops with business and product stakeholders.
• Define clear, pragmatic to-be processes that balance business needs with platform capabilities.
• Identify gaps, risks, and improvement opportunities early and make them transparent.

Requirements and backlog ownership support

• Translate business needs into structured, prioritized user stories with clear acceptance criteria.
• Ensure backlogs are coherent, decision-ready, and suitable for Agile delivery.
• Coach Product Owners and Process Owners in backlog ownership, prioritization, and decision-making.
• Actively challenge over-customization and guide teams toward OOTB and MVP-aligned solutions.

Delivery alignment and project guidance

• Serve as the single point of alignment between Business, Product Owner, and Delivery teams.
• Work closely with the Project Manager and Solution Architect to ensure shared understanding of scope, priorities, and constraints.
• Support delivery teams by clarifying requirements, resolving ambiguities, and maintaining focus.
• Prepare and support User Acceptance Testing (UAT), including test scenarios and business validation.
• Enable a smooth transition from project delivery into operations.

Value you deliver

• Faster, clearer decision-making and reduced scope creep.
• High-quality backlogs that enable efficient and predictable Agile delivery.
• Business processes that fit both operational reality and ServiceNow platform standards.
• Clear ownership, transparency, and shared understanding across all stakeholders.

Your position in the project setup

• Central alignment role between Business, Product Owner, and Delivery.
• Close collaboration with Project Management and Solution Architecture.
• Key success factor for delivery speed, solution quality, and customer satisfaction.

What we’re looking for

Must-haves

• Proven experience as a Business Analyst or Business Process Consultant in complex, multi-stakeholder projects.
• Strong capability in process analysis, workshop facilitation, and requirements structuring.
• Experience translating business needs into user stories and Agile-ready backlogs.
• Solid understanding of ServiceNow concepts, especially in Customer Service Management or adjacent areas.
• A pragmatic, structured mindset with the confidence to guide decisions and challenge scope where needed.
• Excellent communication skills, able to bridge business and delivery perspectives.
• Fluency in German and English (spoken and written), with the ability to lead customer communication, steering committees, and delivery discussions in German.

Nice to have

• Experience in ServiceNow CSM implementations or transformations.
• Familiarity with Agile delivery models (Scrum, SAFe) and product-oriented ways of working.
• Experience coaching Product Owners or process leads in complex environments.
• Background in customer service, case management, or service operations domains.

What you can expect

• A role with real influence on solution quality and delivery success.
• Close collaboration with senior stakeholders in business and delivery.
• A professional, trust-based consulting environment with clear expectations.
• Opportunities to grow your consulting profile and platform expertise.
• Competitive compensation aligned with experience and responsibility.

Our Culture

Becoming a part of The Cloud People means joining a team where the culture is built around the 4 F’s:

Fun – We foster a social and inclusive work environment.

Fair – Our transparent grading system promotes people based on their skills and knowledge, offering growth through training and certifications.

Focus – We are a pure-play, highly specialized ServiceNow partner, dedicated exclusively to helping customers maximize their investment in the platform with deep expertise and best practices.

Future – We believe in a modern, flexible, and fuss-free workplace that encourages creativity and minimizes unnecessary reporting.