Director, AI and ServiceNow Business Process Architecture

New

NewRocketServiceNow consulting

Remote – Western US, Pacific or Mountain time zone preferredFull-TimeDirector

Salary not disclosed

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Job Details

Have 8+ years of ServiceNow experience with broad platform knowledge across multiple workflows, such as ITSM, CSM, HRSD, or SPM.
Have hands-on experience applying AI to business processes, including ServiceNow Now Assist, AI Agents, and LLMs such as Claude.
Be able to rethink processes around AI and agentic automation, not just digitize the current state.
Have proven experience leading engagements, programs, or customer relationships end to end.
Have demonstrated formal or informal leadership experience; prior people management is a plus but is not required.
Have experience supporting pre-sales, including scoping, estimating, and presenting to prospective clients.
Have facilitation and presentation skills to lead executive-level workshops.
Have strong written and verbal communication skills with all levels of an organization, including executives.
Have coaching and mentoring skills and the ability to motivate a team.
Have strong problem-solving skills and the ability to simplify complex situations.
Be comfortable with ambiguity, change, and a matrixed consulting environment.
Hold ServiceNow Certified System Administrator (CSA) certification.
One or more ServiceNow Certified Implementation Specialist (CIS) certifications are preferred.
ServiceNow AI certifications, such as Now Assist micro-certifications, are preferred.
Claude certifications such as CCAR-F or CCDV-F are preferred; candidates who do not hold them must be willing to earn them within their first 90 days.

Lead executive and stakeholder workshops to capture current-state processes, desired outcomes, and success measures across ServiceNow workflows and AI solutions.
Redesign processes by identifying where Now Assist, AI agents, and LLMs such as Claude can automate, augment, or remove work, and where human judgment should remain involved.
Define future-state process architecture, requirements, and roadmaps, and recommend improvements to efficiency, effectiveness, and experience.
Partner with Solution and Technical Architects to translate process designs into implementation plans.
Use AI tools such as Claude to support discovery, process mapping, documentation, and analysis.
Hire, coach, and develop Business Process Architects, including career progression, performance reviews, and mentoring.
Conduct peer reviews and manage team utilization, revenue, and margin targets.
Support sales with scoping, estimates, SOW development, and client presentations.
Build packaged AI process redesign offerings, reusable methods, templates, and AI-enabled delivery tools.

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