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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading AI-driven business process redesign, leveraging ServiceNow and AI tools like Claude to enhance operational efficiency. Proven ability to coach teams, manage client relationships, and deliver impactful presentations in a consulting environment.
Highest-signal resume keywords
ServiceNow ExperienceAI Process RedesignLeadership in Client EngagementsFacilitation and Presentation SkillsServiceNow Certified System Administrator
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AI Application in Business ProcessesProcess MappingRequirements DefinitionFuture-State Process ArchitectureRevenue and Margin ManagementSOW DevelopmentClient PresentationsProcess ImprovementTemplate DevelopmentAgentic Automation
Soft Skills
Coaching and MentoringProblem-SolvingCommunication SkillsFacilitation SkillsComfort with Ambiguity
Tools & Technologies
ServiceNow Now AssistAI AgentsClaudeLLMsAI-Enabled Delivery Tools
Certifications & Qualifications
ServiceNow Certified System AdministratorClaude Certifications
Industry Keywords
ITSMCSMHRSDSPMBusiness Process Architecture
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead executive and stakeholder workshops to capture current-state processes, desired outcomes, and success measures
- Redesign processes around AI, identifying opportunities for Now Assist, AI agents, and LLMs such as Claude
- Define future-state process architecture, requirements, and roadmaps
- Partner with Solution and Technical Architects on implementation plans
- Use AI tools such as Claude for discovery, process mapping, documentation, and analysis
- Advise client leaders, mitigate risks, and escalate appropriately
- Hire, coach, and develop Business Process Architects
- Upskill the team on Now Assist, AI agents, and Claude
- Conduct peer reviews and manage team utilization, revenue, and margin targets
- Support sales with scoping, estimates, SOW development, and client presentations
- Build packaged offerings for AI process redesign and agentic readiness
- Develop reusable methods, templates, and AI-enabled delivery tools
- Advise Delivery leadership on strategy, hiring, and process improvements
Requirements
What you’ll need- 8+ years of ServiceNow experience, with broad platform knowledge across multiple workflows (e.g., ITSM, CSM, HRSD, SPM)
- 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
- Proven experience leading engagements, programs, or customer relationships end to end
- Demonstrated leadership, formal or informal
- Experience supporting pre-sales, including scoping, estimating, and presenting to prospective clients
- Excellent facilitation and presentation skills for executive-level workshops
- Strong written and verbal communication skills
- Strong coaching and mentoring skills
- Strong problem-solving skills
- Comfort with ambiguity, change, and a matrixed consulting environment
- ServiceNow Certified System Administrator (CSA) required
- Claude certifications preferred, or willingness to earn them within the first 90 days
Benefits
Comp & perks- Diverse and inclusive workplace
- Equal opportunity workplace and affirmative action employer
- Disability accommodation support