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ServiceNow
last mo.

Principal Business Process Consultant - German speaking(m/w/x)

München
Full-timeWith Home OfficeSenior
AI/ML

Description

In this role, you will serve as a strategic advisor, leading CRM process re-engineering and ensuring the successful delivery of complex engagements. You will collaborate with senior stakeholders, optimize business processes, and leverage AI tools to enhance customer engagement and operational efficiency.

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Requirements

  • •Experience in leveraging AI in work processes
  • •Deep experience in CRM business process consulting
  • •Expertise in CRM workflows and industry-specific solutions
  • •Proven ability to define and deploy CRM processes
  • •German language skills
  • •Familiarity with ServiceNow Now Assist and AI-enabled CRM
  • •Strong communication, presentation, and stakeholder management skills
  • •Ability to analyze and recommend CRM strategies

Work Experience

approx. 4 - 6 years

Tasks

  • •Lead end-to-end CRM process re-engineering
  • •Ensure successful delivery of complex CRM engagements
  • •Influence senior stakeholders on CRM strategies
  • •Align business processes with CRM solutions
  • •Drive measurable outcomes across customer experience workflows
  • •Partner with senior stakeholders to define CRM vision and roadmap
  • •Lead discovery workshops on CRM workflows
  • •Translate business objectives into functional specifications and user stories
  • •Analyze existing CRM processes and identify gaps
  • •Implement automation using ServiceNow CRM capabilities
  • •Advocate for CRM best practices and share insights with product teams
  • •Provide guidance to ensure CRM solutions align with compliance and scalability
  • •Coach and mentor junior BPCs on CRM solutioning
  • •Collaborate with Technical Consultants and Workflow Architects for execution
  • •Contribute to CRM-specific frameworks and reusable assets
  • •Leverage AI tools for CRM process mapping and automation
  • •Explore AI-driven enhancements for customer engagement
  • •Act as a trusted advisor in CRM-focused engagements

Tools & Technologies

ServiceNow Now Assist

Languages

German – Native

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