Principal Business Process Consultant; AI Practice

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. The Role 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