Director, AI and ServiceNow Business Process Architecture

5 hours, 12 minutes ago
Full-time
Executive
Artificial Intelligence and Machine Learning
NewRocket

NewRocket

NewRocket is a full-service, elite ServiceNow partner that delivers meaningful experiences and extraordinary results. They help enterprise leaders tackle tough business challenges, navigate change with confidence, and go beyond workflows to create a re...

Internet Software & Services
251-1K
Founded 2016

Description

  • Lead executive and stakeholder workshops to assess current processes, desired outcomes, and success measures.
  • Redesign processes using Now Assist, AI agents, and LLMs such as Claude while preserving appropriate human oversight.
  • Define future-state process architectures, requirements, roadmaps, and improvement recommendations.
  • Partner with Solution and Technical Architects to translate process designs into implementation plans.
  • Use AI tools to accelerate discovery, process mapping, documentation, and analysis.
  • Serve as a trusted client advisor by identifying, mitigating, and escalating risks.
  • Hire, coach, mentor, and develop Business Process Architects; conduct performance reviews and peer reviews.
  • Manage team financials, including utilization, revenue, and margin targets.
  • Support pre-sales through scoping, estimating, SOW development, and client presentations.
  • Build AI process redesign offerings, reusable delivery methods, templates, and AI-enabled tools.

Requirements

  • 8+ years of ServiceNow experience across multiple workflows, such as ITSM, CSM, HRSD, and SPM.
  • Hands-on experience applying Now Assist, ServiceNow AI Agents, and LLMs such as Claude to business processes.
  • Ability to redesign processes around AI and agentic automation rather than simply digitizing existing workflows.
  • Proven experience leading engagements, programs, or customer relationships end to end.
  • Leadership experience as an engagement lead, workstream lead, acting manager, or people manager.
  • Experience supporting pre-sales, including scoping, estimating, and presenting to prospective clients.
  • Excellent facilitation, presentation, written communication, and executive workshop skills.
  • Strong coaching, mentoring, problem-solving, and team motivation abilities.
  • Comfort working with ambiguity, change, and matrixed consulting environments.
  • ServiceNow Certified System Administrator certification required; CIS, ServiceNow AI, and Claude certifications preferred. Candidates without Claude certification must earn it within 90 days.

Benefits

  • Remote work opportunity for candidates in the Western United States, with Pacific or Mountain time zones preferred.
  • Inclusive and diverse workplace committed to equal opportunity and employee respect.
  • Disability accommodations available through the company’s HR team.

Interested in this position?

Apply directly on the company website

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