AI Senior Business Process Consultant, AI Delivery Acceleration

ServiceNow•Atlanta, GA

1d•Remote

About The Position

The Team We're on a mission to cut ServiceNow project delivery time in half through the strategic application of AI. Our team builds intelligent tools and solutions—leveraging both the ServiceNow 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 Role 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 ServiceNow Generative AI products – all with the goal of accelerating expert services projects using AI. What you get to do in this role: 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 NowAssist and AI Agent solutions by using ServiceNow AI and Platform products with ServiceNow 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 ServiceNow 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 ServiceNow expert services delivery teams upon request

Requirements

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

Responsibilities

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
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 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 ServiceNow 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 ServiceNow expert services delivery teams upon request