Director, AI and ServiceNow Business Process Architecture

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate workshops with executives and stakeholders to gather information on current processes, desired outcomes, and success metrics.

• Redesign workflows by leveraging AI, identifying opportunities for Now Assist, AI agents, and LLMs like Claude.

• Establish future-state process architecture, requirements, and strategic roadmaps.

• Collaborate with Solution and Technical Architects to develop implementation strategies.

• Utilize AI tools such as Claude for discovery, process mapping, documentation, and analysis.

• Provide guidance to client leaders, manage risks, and escalate issues as necessary.

• Recruit, mentor, and enhance the skills of Business Process Architects.

• Enhance the team's knowledge on Now Assist, AI agents, and Claude.

• Conduct peer evaluations and oversee team utilization, revenue, and margin goals.

• Assist sales teams with project scoping, estimates, Statement of Work (SOW) development, and client presentations.

• Create packaged offerings for AI process redesign and agentic readiness.

• Develop reusable methodologies, templates, and AI-enabled delivery tools.

• Advise Delivery leadership on strategic initiatives, hiring, and process enhancements.

⛳️ Requirements

• Over 8 years of experience with ServiceNow, demonstrating broad platform expertise across various workflows (e.g., ITSM, CSM, HRSD, SPM).

• Practical experience in applying AI to business processes, including ServiceNow Now Assist, AI Agents, and LLMs such as Claude.

• Capability to rethink processes in the context of AI and agentic automation.

• Proven track record of leading engagements, programs, or client relationships from start to finish.

• Demonstrated leadership abilities, whether formal or informal.

• Experience in pre-sales support, including project scoping, estimating, and client presentations.

• Exceptional facilitation and presentation skills suitable for executive-level workshops.

• Strong written and verbal communication abilities.

• Excellent coaching and mentoring capabilities.

• Proficient problem-solving skills.

• Comfortable navigating ambiguity, change, and a matrixed consulting environment.

• ServiceNow Certified System Administrator (CSA) is mandatory.

• Claude certifications are preferred, or a willingness to obtain them within the first 90 days.

🏝️ Benefits

• A diverse and inclusive work environment.

• An equal opportunity employer and affirmative action workplace.

• Support for disability accommodations.