Our client, an award-winning global technology consulting firm, who has over 600 employees across 6 offices spread across 5 continents is looking for a Business Process Consultant/Business Analyst to join a growing team. In this role you will play a pivotal role in designing and implementing ServiceNow CSM solutions that enhance efficiency, streamline workflows, and improve the overall customer experience.
Key Responsibilities:
Analyse Retail Processes: Evaluate existing workflows such as supply chain management, in-store operations, and customer service processes to identify areas for improvement.
Design & Implement CSM Solutions: Develop and execute customer service management solutions tailored to the specific needs of retail, including store maintenance, repairs, and customer interactions.
Stakeholder Engagement: Collaborate with retail managers, IT teams, and store personnel to ensure solutions align with business goals and enhance customer experiences.
Change Management: Lead change management initiatives by training staff on new processes and ensuring a smooth rollout across retail locations.
Compliance & Documentation: Ensure all processes comply with industry regulations and retail standards while documenting project outcomes and business processes for continuous improvement.
Measure Success: Track project outcomes through client feedback, increased customer satisfaction, and improved operational performance.
Key Skills:
Experience: 5+ years in business process consulting, with a focus on CSM implementation.
Technical Proficiency: Experience with ServiceNow CSM and project management tools.
Retail Expertise: Strong knowledge of retail operations, supply chain management, and customer service strategies.
Analytical & Problem-Solving Skills: Ability to evaluate complex business processes and propose effective solutions.
Communication & Collaboration: Excellent interpersonal skills with experience working closely with retail stakeholders.
Change Management: Proven ability to lead teams through process changes and ensure successful adoption.
Education & Certifications: bachelor's or master's degree in business, Software, Retail Management, or a related field. ServiceNow CSM Implementation certification preferred.