ServiceNow CRM Specialist – Hybrid – up to £90k

About the role

We are looking for a senior ServiceNow CRM Specialist to help our consultancy build a new customer‑workflow offering. The role is hybrid, based in Manchester with occasional travel to client sites and the UK office.

Key responsibilities

• Lead discovery workshops with customer‑operations, service and technology teams to map current journeys and identify gaps.
• Develop transformation road‑maps and business cases that outline recommended ServiceNow CSM or FSM solutions.
• Shape solution designs and advise clients on how ServiceNow integrates with existing CRM platforms such as Salesforce.
• Support proposal writing, presentations and early client conversations to articulate value and secure engagements.

Required profile

• Proven experience in ServiceNow consulting, CRM transformation or business architecture, preferably with exposure to CSM or FSM.
• Strong understanding of customer‑journey mapping, case management and service operating models.
• Ability to lead workshops, influence senior stakeholders and translate business problems into clear recommendations.
• Experience creating road‑maps, business cases or client proposals; ServiceNow certifications are a plus.

Required skills

• ServiceNow platform expertise.
• ServiceNow CSM or ServiceNow FSM knowledge.
• Familiarity with Salesforce or other major CRM systems.