Full-Time Gen AI Senior Business Process Consultant

CompanyWork matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

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

The RoleThe Senior Business Process Consultant, Creator Workflows 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 ServiceNow Creator products – all with the goal of accelerating and driving customer business outcomes.

What you get to do in this role:

• Be the process expert in custom application development using ServiceNow App Engine and Platform products.
• Advise customers on custom application development practices and scaling applications development.
• Drive various customer application specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
• Lead customer design workshops to capture personas, interactions, interfaces and data requirements of any application use case while considering ServiceNow Platform functionality.
• Own support of key customer process owners/Subject Matter Experts (SMEs) to obtain business requirements using ServiceNow standard materials and collateral
• Guide customers in completing required documentation such as business requirement workbooks for functional aspects of the solution
• Draft functionality-focused user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers 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 customer unit and user-acceptance testing requirements throughout and at key stages of an engagement
• Promote continuous improvement practices for delivery/engagement materials
• Support presales activities when required
• Provide mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Up to 30% travel annually, driven by customer needs and internal meetings

In order to be successful in this role, we need someone who has:

• 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.
• ServiceNow Certified System Administrator(CSA) plus one mainline certification (e.g. CAD, CIS-ITSM)
• At least FIVE years of application consulting experience with previous roles in Business Analyst and/or System Architect
• Strong understanding of application platform such as Pegasystems, Appian, Mendix, and Outsystems
• Deep experience in deciphering and converting complex and ambiguous business requirements into user stories
• Ability to influence and consult strategies and tactics in different levels across an organization, from business executives to technologists
• Excellent facilitation skills using technologies (Miro, PowerPoint) and techniques

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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