The Opportunity

Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description The Team We're on a mission to cut ServiceNow project delivery time in half through the strategic application of AI. Our team builds intelligent tools and solutions—leveraging both the ServiceNow platform and third-party technologies—that amplify the capabilities of our expert services personnel. From internal productivity tools to customer and partner-facing AI products, we're transforming how projects get delivered across the ecosystem.

The Role The AI Sr. Business Process Consultant is the functional and process expert of the AI Delivery Acceleration development team – consulting with the product owner and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow Generative AI products – all with the goal of accelerating expert services projects using AI.

What You Get To Do In This Role

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the expert services organization
Be the process expert in how to best support NowAssist and AI Agent solutions by using ServiceNow AI and Platform products with ServiceNow best practices focused on configuration vs. customization
Driving various solution specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
Lead design workshops to capture personas, interactions, interfaces and data requirements of any use case while considering ServiceNow Platform functionality.
Work with AI Product owner on documentation such as business requirement workbooks for functional aspects of the solution
Drafting more functionality-focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting the product owner in reviewing and approving them
Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources
Drive unit and user-acceptance testing requirements throughout and at key stages of product development
Be a lead member of an overall AI scrum team focused on delivering successful and substantive AI products
Promoting continuous improvement practices for AI delivery/engagement materials
Providing training and mentoring to other members of the ServiceNow expert services delivery teams upon request

Qualifications To be successful in this role you have:

At least 5 years of consulting experience for complex, global organizations
Demonstrated ability to influence and consult (providing options with pros, cons and risks) across various industries and business use cases, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
Proven experience in defining and deploying future-state business processes and in identifying solutions from a people, process and technology perspective
Strong understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative & Agentic AI. Prefered experience deploying GenAI Solutions
Solid experience in converting business requirements to configuration requirements by authoring user stories that support Agile Development
Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Miro, Lucidchart, Word and PowerPoint)
Experience in providing Knowledge-Centered Service / Support using technologies
Experience in analyzing and recommending strategies based on business priorities
Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
Proven team player and team builder

Additional Information

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

AI Senior Business Process Consultant, AI Delivery Acceleration

The Opportunity

About ServiceNow