Principal Business Process Consultant; AI Practice

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 — 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.

Job Description

What you get to do in this role:

The Expert Services team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, 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 Principal Business Process Consultant (AI Practice) will operate at the intersection of technology, business consulting, and customer success — supporting the full lifecycle from use‑case definition and requirement gathering through implementation, governance, adoption, and ongoing optimization.

Principal Business Process Consultants build long‑term customer relationships through exceptional consulting and end‑to‑end process improvements. Leveraging their domain expertise, they are deeply engaged in the early stages of process design, partnering with technical consultants to lead workshops, gather requirements, and craft functional specifications. They ensure solutions align with business needs, address compliance deviations, and drive successful outcomes by analyzing workflows, implementing automation, and collaboration.

What you get to do in this role:

• Collaborate with senior stakeholders to align on strategic goals, document requirements, and lead more complex implementations compared to Senior Business Process Consultants
• Develop the ability to consistently demonstrate business process thought leadership to the customer during times of ambiguity or conflict
• Analyze current processes and workflows to identify improvement areas, define measures to evaluate improvement using the Service Now platform, and share insights with product teams, and advocate leading practices
• Coach and mentor junior team members (Senior BPC, BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise
• Share learnings and new practices across the BPC community
• Contribute towards continuous improvement of leading practices
• Customer facing role with some travel within EMEA

Qualifications

To be successful in this role you have:

• 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.
• Significant business process consulting experience within complex, global organizations with the ability to influence and consult in an Enterprise Software delivery environment
• Experience in defining and deploying future‑state business processes and in identifying solutions from a people, process and technology perspective
• Experience and/or willingness to grow in Service Now Now Assist products
• Excellent communication and presentation skills
• Experience in advising and analysing Product strategies based on business priorities
• Excellent interpersonal skills, customer‑centric attitude, and experience working with diverse team
• Experience in analysing and recommending AI‑native strategies based on business priorities

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine…