Senior Business Process Consultant; AI), Platform Products Expert Implementation Services

Overview

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 — Service Now 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.

The Customer Excellence Group team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

The Sr. Business Process Consultant(AI), Expert Services is the functional and process expert of a customer engagement team – consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the Service Now Generative AI products – all with the goal of accelerating and driving customer business outcomes.

• 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 function or industry.

• Be the process expert in how to best support Now Assist and AI Agent solutions by using Service Now AI and Platform products with Service Now best practices focused on configuration vs. customization

• Driving various customer solution specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders

• Lead customers in their efforts to take advantage of the Service Now AI Solution’s standard capabilities in their efforts to improve their business processes

• Lead customer design workshops to capture personas, interactions, interfaces and data requirements of any use case while considering Service Now Platform functionality.

• Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using Service Now standard materials and collateral

• Guiding customers in completing required 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 customers in reviewing and approving them

• Guides and advocates for the customer’s needs throughout the engagement

• Support internal unit testing of developed solution during the development stage of the engagement, in partnership with Technical Resources

• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement

• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes

• Prepare all customer-facing deliverables focused on process

• Juggle multiple and complex projects/initiatives

• Promoting continuous improvement practices for delivery/engagement materials

• Supporting specific sales activities when required

• Providing training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request

• Up to 25% travel annually, driven by customer needs and internal meetings

• 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…