Director, AI and ServiceNow Business Process Architecture

📋 Description

• Lead executive and stakeholder workshops to capture current-state processes, desired outcomes, and
• Redesign processes for an AI-first world: identify where Now Assist, AI agents, and LLMs such as
• Define future-state process architecture, requirements, and roadmaps, and make recommendations that
• Partner with Solution and Technical Architects to translate process designs into implementation
• Use AI tools such as Claude in your own delivery work to speed up discovery, process mapping
• Serve as a trusted advisor to client leaders; identify and mitigate risk and escalate appropriately

🎯 Requirements

• 8+ years of ServiceNow experience, with broad platform knowledge across multiple workflows (e.g.
• Hands-on experience applying AI to business processes, including ServiceNow Now Assist and AI
• Ability to rethink processes around AI and agentic automation, not just digitize the current state
• Proven experience leading engagements, programs, or customer relationships end to end
• Demonstrated leadership, formal or informal (e.g., engagement lead, workstream lead, or acting
• Experience supporting pre-sales, including scoping, estimating, and presenting to prospective

🎁 Benefits

• ServiceNow Certified System Administrator (CSA) required
• One or more ServiceNow Certified Implementation Specialist (CIS) certifications preferred
• ServiceNow AI certifications (e.g., Now Assist micro-certifications) preferred
• Claude certifications (such as the CCAR-F or CCDV-F) preferred; if you don’t hold them yet, you