ServiceNow
Tech / AI / Software
PrincipalBusinessProcessConsultant-TechnologyWorkflows&CoreBusinessServices
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“Principal Business Process Consultant - Technology Workflows & Core Business Services at ServiceNow. Skills: Business process consulting, Technology workflows, Core business services, ServiceNow platform, AI integration, Process improvement, Stakeholder management, Requirement analysis, Solution design, ITSM, IT Management, Product strategy analysis, AI strategy analysis. Drive consumption, adoption, and customer satisfaction on the ServiceNow platform. Support the full lifecycle from use-case d”
What You'll Achieve.
Achieve business outcomes; Drive consumption, adoption, and customer satisfaction; Help customers grow their business on the ServiceNow platform; Get customers to see the value of their ServiceNow investment; Drive successful outcomes
Industry & Context.
Problem-solving
Some travel within EMEA
What They're Looking For.
Must Have
Significant business process and functional consulting experience within complex, global organizations with the ability to influence and consult in an Enterprise Software delivery environment, Experience in defining and deploying future-state business processes and in identifying solutions from a people, process and technology perspective, Experience in IT Service Management and wider IT Management business processes, Excellent communication and presentation skills, Experience in advising and analysing Product strategies based on business priorities, Excellent interpersonal skills, customer-centric attitude, and experience working with diverse team, Experience in analysing and recommending AI-native strategies based on business priorities
Nice to Have
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.
What You'll Do.
and customer satisfaction on the ServiceNow platform
Support the full lifecycle from use-case definition and requirement gathering through implementation
and ongoing optimization
Build long-term customer relationships through exceptional consulting and end-to-end process improvements
and craft functional specifications
Ensure solutions align with business needs
address compliance deviations
and drive successful outcomes
Collaborate with senior stakeholders to align on strategic goals
document requirements
and lead more complex implementations
Develop business process thought leadership
Analyze current processes and workflows to identify improvement areas
Define measures to evaluate improvement using the ServiceNow platform
Share insights with product teams
and advocate leading practices
Coach and mentor junior team members
Share learnings and new practices across the BPC community
Contribute towards continuous improvement of leading practices
How You'll Work.
Team & Collaboration
Collaborate with senior stakeholders; Partnering with technical consultants; Working with diverse teams; Coaching and mentoring junior team members; Sharing learnings and new practices across the BPC community
Communication Scope
Excellent communication and presentation skills
Process & Methodology
Lead more complex implementations
Full Job Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. What you get to do in this role: The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, 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 Principal Business Process Consultant - Technology Workflows & Core Business Services will operate at the intersection of technology, business consulting, and customer success — supporting the full lifecycle from use-case definition and requirement gathering through implementation, governance, adoption, and ongoing optimization. The Role Principal Business Process Consultants build long-term customer relationships through exceptional consulting and end-to-end process improvements. Leveraging their domain expertise, they are deeply engaged in the early stages of process design, partnering with technical consultants to lead workshops, gather requirements, and craft functional specifications. They ensure solutions align with business needs, address compliance deviations, and drive successful outcomes by analyzing workflows, implementing automation, and collaboration. What you get to do in this role: * Collaborate with senior stakeholders to align o
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