The Team The Customer Excellence Group team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, 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 Role The Sr. Business Process Consultant(AI), Expert Services 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 Generative AI products – all with the goal of accelerating and driving customer business outcomes. 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 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