Full-Time Principal Business Process Consultant, CRM and Workflows

• 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 capabilities in their efforts to improve their processes
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
• Drive customer unit and user-acceptance testing requirements throughout and at key stages of an engagement

• Eight years of consulting experience for complex, global organizations preferably federal, state or local governments.
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.
• Certification Requirements (within first 90 days):ServiceNow Certified System Administrator, Customer Service Management (CSM) Implementor, Field Service Management (FSM) Implementor

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