Business Process Consultant – ServiceNow ITSM & CSM

Are you passionate about designing smart, scalable processes for IT and customer service? Plat4mation Germany is looking for a Business Process Consultant with hands-on experience in ITSM and CSM to join our growing team – based in Frankfurt or Berlin , with a flexible hybrid work model. What you’ll do Lead client workshops to analyze and optimize ITSM and CSM-related processes Translate business requirements into clear, structured user stories and use cases Act as a key liaison between business stakeholders and technical teams Guide clients through the ServiceNow delivery lifecycle and advise on best practices Drive adoption and user enablement for IT and customer service teams Communicate confidently with customers and help align business and IT What you bring At least 2 years of experience working with ServiceNow ITSM and CSM Solid understanding of ITIL-based service processes and customer case management Experience in requirement gathering, stakeholder facilitation, and agile delivery Certified Implementation Specialist – ITSM and CSM (required) Native-level German and fluent English A structured mindset and strong communication skills Knowledge of additional ServiceNow modules (e.g. ITOM, IRM) is a plus What we offer A collaborative, open culture with a strong focus on learning and growth Modern offices in Frankfurt and Berlin , plus home-office flexibility Projects with impact, international clients, and cutting-edge ServiceNow solutions Dedicated time and budget for certification and personal development A competitive compensation package and clear growth path within Plat4mation Ready to shape the future of service excellence with us? Join Plat4mation Germany and help companies take their IT and customer service processes to the next level. Our culture Working at Plat4mation evolves around working from your internal drive to make a difference for people in combination with having fun. We always go the extra mile to deliver on what we promise! Joy is what connects us and what drives us to get the best out of ourselves. That’s why we host several Fun4U activities each year, diverse hackathons, drinks and inspiring knowledge sessions (check out our Instagram page!). Your development is our number one priority. This means you get room to grow. We strongly believe that personal development and ambitions are key to our company’s success. Because when you keep learning, you continuously improve yourself. That’s why we coach you on the job but also help you to explore and develop your interpersonal skills. About Plat4mation We are a global pure-play ServiceNow partner that makes workflow. Our goal is to boost workforce productivity and happiness by implementing solutions that provide great experiences and ensure work flows intelligently across and between organizations. Furthermore, we future-proof our solutions by enabling our customers to continually measure and improve performance. Besides offering world-class ServiceNow Implementation and Managed Services, we provide thought leadership to strategically guide our customers to take full advantage of all ServiceNow capabilities. Our award-winning ServiceNow Application Development Services ensure we can transform any business need into a powerful digital business application. Interested? Do you accept the challenge? Do you think you fit the profile described above and have we made you enthusiastic? Please send your CV and motivation letter to careers.de@plat4mation.com or apply directly by filling out the form below.