Senior ServiceNow Transformation Consultant

Job Description

Job Description

Robert Half is seeking a Senior ServiceNow Transformation Consultant to lead a major Customer Support modernization initiative for a global enterprise. This Senior ServiceNow Transformation Consultantis a high-impact, strategic role focused on helping the organization migrate from Salesforce Service Cloud to ServiceNow Customer Service Management (CSM) — not as a lift-and-shift, but as a full-scale transformation of global support operations.

The selected Senior ServiceNow Transformation consultant will bring a fresh, expert perspective on process design, ITIL alignment, and industry best practices. You’ll serve as a trusted advisor to leadership — ensuring the ServiceNow platform, processes, and operating model enable scalability, efficiency, and an exceptional customer experience across a complex, security-focused B2B environment. This Senior ServiceNow Transformation Consultant role is a fully remote role for about 3-6 months.

Key Responsibilities for Senior ServiceNow Transformation Consultant

• Lead a comprehensive assessment of existing global support processes, identifying inefficiencies and improvement opportunities.
• Partner with cross-functional stakeholders to reimagine customer support workflows, ensuring alignment with ITIL and industry standards.
• Provide strategic guidance during the migration from Salesforce Service Cloud to ServiceNow CSM, advising on functionality gaps and recommending best-practice solutions.
• Evaluate and challenge proposed designs to ensure platform build aligns with transformation goals, scalability, and operational excellence.
• Define and track key performance indicators (KPIs) and develop frameworks for measuring adoption, performance, and ROI.
• Advise on opportunities to leverage AI, automation, and analytics to enhance case management, routing, and self-service capabilities.
• Collaborate with business analysts, architects, and implementation partners to ensure process intent translates effectively into system configuration.
• Deliver benchmarking and maturity assessments, comparing operations to leading B2B support organizations.
• 15+ years in Customer Support Operations, Service Delivery, or ITSM Process Transformation within enterprise B2B or SaaS organizations.
• Deep understanding of ServiceNow CSM capabilities and limitations; experience with Salesforce Service Cloud preferred.
• Proven success advising or leading large-scale ServiceNow or ITSM transformation programs.
• Strong knowledge of ITIL, KCS, and process modeling frameworks (e.g., BPMN).
• Skilled in executive communication, stakeholder engagement, and governance reporting.
• Demonstrated ability to evaluate and translate business requirements into scalable, standards-based ServiceNow solutions.
• Familiarity with AI in service operations (predictive intelligence, chatbots, knowledge automation) is a plus.