Senior Business Consultant ServiceNow mit Schwerpunkt CRM/CSM (m/w/d)

Responsibilities

We are representing a confidential ServiceNow consultancy in München seeking a Senior Business Consultant with expertise in CRM and Customer Service Management modules. In this role, you will:

• Advise clients on digital transformation of their CRM and customer service processes using the ServiceNow platform
• Lead ServiceNow projects through the full lifecycle—from consulting and conceptual design through implementation, operations, and continuous improvement
• Analyze business requirements and develop tailored solutions and strategic approaches within CRM and CSM environments
• Work within agile project frameworks, creating high-quality features, epics, and user stories that bridge business expertise with technical ServiceNow knowledge to provide development teams with clear implementation guidance
• Conduct business analysis and derive optimization measures for processes and digital workflows
• Configure ServiceNow modules and support their ongoing enhancement
• Share knowledge with consulting colleagues, mentor junior consultants, and actively contribute to the team's professional growth
• Play a central role in expanding the ServiceNow practice, bringing your ideas to the development of CRM and CSM service offerings

What We're Looking For

• Substantial experience in CRM and/or Customer Service Management domains
• Multiple years of ServiceNow experience (minimum 4 years, ideally 5+ years)
• Professional experience in technology consulting, system integration, or comparable advisory roles
• Strong analytical and conceptual capabilities with enthusiasm for serving as the interface between business departments and IT
• Deep understanding of the translation role between business and IT, with experience in requirements analysis and functional design
• Demonstrated problem-solving and conflict resolution competencies, plus experience in process optimization and process modeling
• Excellent communication skills, confident presence, and presentation abilities
• Holistic perspective on complex interconnected topics with the ability to place issues within the broader context
• Successfully completed university degree or comparable qualification
• Fluent German language skills and good command of English
• Willingness to travel for consulting projects within the DACH region

How We Work with You

When you apply through Get A Job.ai, one of our specialized recruiters will review your profile and conduct an initial screening conversation. If there's a strong match, we will submit your candidacy to our client for consideration. Please do not contact the client directly—all communication and negotiation will be handled through our talent team to ensure the best outcome for your application.

Pay

Compensation details will be discussed during the screening process and are competitive with the market for senior-level ServiceNow consultants in München.

Equal Opportunity: Get A Job.ai is committed to inclusive recruiting practices. We welcome applications from all qualified candidates regardless of background, identity, or circumstance.