AI Senior Business Process Consultant, AI Delivery Acceleration

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.

We're on a mission to cut Service Now project delivery time in half through the strategic application of AI. Our team builds intelligent tools and solutions—leveraging both the Service Now 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 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 Service Now Generative AI products – all with the goal of accelerating expert services projects using AI.

• 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 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 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 Service Now 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 Service Now expert services delivery teams upon request

• 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…