ITSM Business Process Consultant
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AI Summary
Job Summary
The Principal Advisory Consultant – ITSM Business Process Consultant provides executive-level architectural leadership across transformation programs, aligning business strategy, enterprise architecture, governance, delivery teams, and executive stakeholders around a unified implementation vision. This role partners with the sales account team and works directly with CDW clients to build trusted advisor relationships, understand business challenges, and recommend ServiceNow-based solutions that drive client business outcomes.
What You Will Do
Client-facing work will include, but not be limited to:
Researching current and emerging technologies, evaluating alternatives, making recommendations, and presenting to executive-level leadership.
Performing business outcome assessments across multiple information system architectures.
Prepares white papers and presentations for current and prospective clients on technology-based solutions.
Presents in CDW and Industry forums to elevate the perception of CDW as an Advisory Services and Business Technology Consulting firm.
Work directly with business stakeholders to analyze current-state ITSM processes, gather requirements, and define future-state operational processes that align with ServiceNow leading practices.
Facilitate workshops to challenge legacy processes, identify standardization opportunities, and reduce unnecessary ServiceNow customization.
Design and document standardized workflows that support ServiceNow process alignment, user adoption, organizational change management, and long-term platform value.
Collaborates with CDW Practices and business partners to create high-level designs and architectures that achieve defined client business outcomes. Creates and documents architectures that address client business vision and coordinates assembly of client proposals and statements of work (SOW) for Advisory Services, Professional Services, and Managed services, which can be used to ensure a smooth transition from presales to delivery.
Identifies and articulates a technology solution client business value proposition, including return on investment (ROI) and time to value (TTV).
Is aware of essential program management and organizational change management principles and can articulate them to both CDS sales team members and clients.
Sales Planning – Works with management and sales teams to develop account prioritization and support strategies to ensure a long-term trusted relationship status. Manages a pipeline for advisory services and professional services.
Partner Relationship Management – Develops healthy and trusted relationships with key partners in their assigned area of responsibility (AOR).
Billable Consulting – Develops and delivers a personal book of business for billable advisory services (AS), usually in a program oversight capacity.
Training – Maintains and executes a professional development plan to enhance skills.
Is a mentor to ITS coworkers in applying consulting skills, experience, and knowledge for project design, analysis, and project coordination of services or products.
Administrative Overhead – Responds to emails and phone calls, completes timecards and expense reports promptly, and completes client and AOR business reviews, as required.
What We Expect of You
Bachelor’s degree in computer science, management information systems, information technology, engineering, mathematics, or a related technology field from an accredited institution and 10+ years of consulting experience OR 14+ years of equivalent professional experience.
Demonstrated experience partnering with executive-level clients and influencing both technical and business decision-makers.
Proven ability to leverage deep technical expertise to develop ServiceNow service offerings, go-to-market strategies, business plans, and advisory, professional, and managed services solutions.
Demonstrated ability to drive sales outcomes by sequencing activities and deliverables that establish trust, communicate value, and optimize product and service margins.
Strong ability to articulate complex technical concepts and viewpoints to diverse technical and business audiences through written, verbal, and presentation-based communication.
Proven ability to evaluate information, assess technical and business risks, and make sound recommendations and decisions.
Demonstrated experience leading complex projects, solution development initiatives, and long-range planning efforts while managing multiple priorities in fast-paced environments.
Strong leadership, delegation, personnel management, and knowledge-transfer skills, including mentoring teams and delivering technical training to clients.
Demonstrated ability to work independently with minimal direction while maintaining exceptional attention to detail, follow-through, and accountability.
Proven technical writing, communication, and presentation skills, including formal and informal presentations to audiences of varying sizes.
Demonstrated process consulting experience, including process analysis, requirements gathering, workflow design, and ServiceNow process alignment.
Strong workshop facilitation, business consulting, and change management skills with the ability to guide stakeholders toward standardized workflows.
ITIL certification (v4 or current equivalent) a plus.
Pay range: $168,000 - $240,800 depending on experience and skill set
Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
CDW is committed to being an AI-fluent organization
We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.
As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.
Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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