ServiceNow · 17 hours ago
Senior Business Process Consultant (AI), Platform Products Expert Implementation Services
West Palm Beach, FL
Full-time
Hybrid
Senior Level
5+ years expServiceNow is a global market leader in AI-enhanced technology, committed to transforming how organizations work. The Senior Business Process Consultant (AI) will guide customers in leveraging ServiceNow's Generative AI products to improve their business processes and drive customer satisfaction.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
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 NowAssist and AI Agent solutions by using ServiceNow AI and Platform products with ServiceNow 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 ServiceNow 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 ServiceNow Platform functionality
Owning support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow 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 ServiceNow delivery team and partner ecosystem upon request
Up to 25% travel annually, driven by customer needs and internal meetings
Qualification
Required
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
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
mescomputing.com
2026-01-24
2026-01-24
2026-01-23
Company data provided by crunchbase