ServiceNow BPC

ServiceNow Lead ITSM Business Process Consultant (BPC) – Now Assist / AI

Location: Remote

Start Date: June 14

Duration: Ongoing Project

Hours: Approximately 32 Hours per Week

Work Schedule: Must be available to work primarily (80%) PST Hours

Overview

We are seeking a highly experienced ServiceNow Lead ITSM Business Process Consultant (BPC) with deep expertise in Now Assist, Generative AI, and ITSM transformation initiatives. The ideal candidate will serve as a strategic advisor, facilitating workshops, gathering and documenting requirements, defining user stories, and guiding customers through the adoption and implementation of AI-powered ServiceNow capabilities.

This is a client-facing leadership role requiring strong communication, consulting, and stakeholder management skills, along with hands-on knowledge of ServiceNow ITSM and AI solutions.

Mandatory Requirements
• ServiceNow Certified Implementation Specialist (CIS) – ITSM (Mandatory)
• Proven experience leading ITSM transformation initiatives on the ServiceNow platform
• Strong expertise with ServiceNow Now Assist and AI capabilities
• Ability to facilitate executive and stakeholder workshops
• Experience translating business requirements into technical solutions and user stories
• Willingness to work primarily (80%) PST hours

Key Responsibilities
• Lead discovery sessions and customer workshops focused on ITSM modernization and AI adoption.
• Act as a trusted advisor to business and technology stakeholders.
• Gather, analyze, and document business requirements, process flows, and user stories.
• Identify opportunities to leverage ServiceNow Now Assist and AI capabilities across the organization.
• Define implementation roadmaps and best practices for AI-enabled service management.
• Collaborate with Technical Consultants and solution teams to ensure successful delivery.
• Guide customers through organizational change and adoption of AI-powered workflows.
• Provide recommendations on process optimization, governance, and operational efficiency.
• Support solution validation, testing, and implementation activities.

Project Focus Areas

Now Assist / AI Use Case Expansion
• Identify, evaluate, and prioritize up to 10 additional ServiceNow Now Assist and AI use cases.
• Develop business cases and implementation recommendations.
• Drive adoption strategies and success metrics for AI initiatives.

Incident Automated Resolution
• Assess current incident management processes.
• Design and implement automated resolution capabilities.
• Improve operational efficiency through AI-driven remediation and workflow automation.
• Define success criteria and measure business outcomes.

Required Experience
• 8+ years of ServiceNow consulting experience.
• Extensive experience in ServiceNow ITSM implementations and process consulting.
• Hands-on experience with Now Assist, Generative AI, Virtual Agent, AI Search, or related ServiceNow AI solutions.
• Strong understanding of Incident, Problem, Change, Request, and Knowledge Management processes.
• Experience creating epics, features, user stories, acceptance criteria, and business requirements documentation.
• Proven ability to engage with executive leadership and cross-functional teams.

Preferred Qualifications
• Additional ServiceNow certifications are highly preferred.
• Experience with AI strategy, adoption, and governance initiatives.
• Knowledge of ITIL best practices.
• Experience working in enterprise-scale ServiceNow environments.

Ideal Candidate Profile

The ideal candidate is a strategic consultant who can bridge business and technology, drive customer workshops, identify high-value AI opportunities, and help organizations realize measurable value from ServiceNow Now Assist and Incident Automated Resolution capabilities.