Director, AI and ServiceNow Business Process Architecture

Director, ServiceNow Business Process Architecture

Remote – Western US (Pacific or Mountain time zone preferred)

Why Us

The company is a ServiceNow Elite Partner and a Claude Select partner, helping enterprises reimagine how work gets done with ServiceNow and AI. We work with public and private sector organizations, including some of the world’s biggest brands, to simplify processes, remove complexity, and turn the promise of AI into measurable business outcomes. We are “Raising the Bar” in delivering technology’s promise to create new kinds of experiences for our customers.

Our Core Values: Excellence, Creativity, Integrity, Teamwork and Empathy #ExCITE . At the company, these values guide everything we do: they are the foundation of our culture and define how we Go Beyond for our clients.

The Role

We are hiring a Director, Business Process Architecture within our Service Delivery organization, reporting to the Area Vice President, US West Delivery. This is a player-coach role: you will deliver directly with clients, leading process discovery and redesign on strategic ServiceNow and Claude engagements, while also leading and growing a team of Business Process Architects, supporting pre-sales, and building our AI-enabled business process practice.

As organizations move from digitizing workflows to redesigning them around AI agents, the way processes are designed has to change. You will help our clients, and our own team, make that shift by combining deep ServiceNow platform experience with hands-on knowledge of Now Assist, AI agents, and large language models such as Claude.

This role is a great fit for an experienced ServiceNow professional with a track record of leading engagements, customers, and project teams, including those ready to step into a more formal people-management role.

We are #GoingBeyond! Come join our crew!

What You Will Be Doing

Client Delivery

• Lead executive and stakeholder workshops to capture current-state processes, desired outcomes, and success measures across ServiceNow workflows and AI solutions such as Claude

• Redesign processes for an AI-first world: identify where Now Assist, AI agents, and LLMs such as Claude can automate, augment, or remove work, and where human judgment must stay in the loop

• Define future-state process architecture, requirements, and roadmaps, and make recommendations that improve efficiency, effectiveness, and experience

• Partner with Solution and Technical Architects to translate process designs into implementation plans

• Use AI tools such as Claude in your own delivery work to speed up discovery, process mapping, documentation, and analysis

• Serve as a trusted advisor to client leaders; identify and mitigate risk and escalate appropriately

Team Leadership

• Hire, coach, and develop a growing team of Business Process Architects, including career progression, performance reviews, and mentoring

• Upskill the team on Now Assist, AI agents, and Claude so every Business Process Architect can confidently lead AI-driven process conversations

• Conduct peer reviews to ensure quality and consistent use of leading practices

• Manage team financials, including utilization, revenue, and margin targets

Pre-Sales and Practice Building

• Support sales with scoping, estimates, SOW development, and client presentations for process and AI-led engagements

• Build packaged offerings for AI process redesign and agentic readiness, such as AI opportunity assessments and process redesign accelerators

• Develop reusable methods, templates, and AI-enabled tools that make our delivery faster and more consistent

• Provide input to Delivery leadership on strategy, hiring, and process improvements, and collaborate across the company on special initiatives

What You Bring Along

• 8+ years of ServiceNow experience, with broad platform knowledge across multiple workflows (e.g., ITSM, CSM, HRSD, SPM) rather than a single module

• Hands-on experience applying AI to business processes, including ServiceNow Now Assist and AI Agents, and LLMs such as Claude

• 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 manager); prior people management is a plus but not required

• Experience supporting pre-sales, including scoping, estimating, and presenting to prospective clients

• Excellent facilitation and presentation skills, with the presence to lead executive-level workshops

• Strong written and verbal communication skills with all levels of an organization, including executives

• Strong coaching and mentoring skills, with the ability to motivate a team

• Strong problem-solving skills and the ability to simplify complex situations

• Comfortable with ambiguity, change, and working in a matrixed consulting environment

Certifications & Knowledge

• 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 must be willing to earn them within your first 90 days

We Take Care of Our People

The company is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [link for members] .