Principal Business Process Consultant (AI Practice)

ServiceNow; Staines-upon-Thames; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology firm in the UK is looking for a Principal Business Process Consultant (AI Practice). You will support customers in achieving business outcomes through effective consulting and process improvements. This role involves analyzing workflows, integrating AI solutions, and mentoring junior consultants. The ideal candidate should have experience in business process consulting within complex organizations and demonstrate excellent communication and relationship-building skills. The position offers flexible working options, with some travel required within EMEA.

Qualifications

• Significant experience in business process consulting within global organizations.
• Ability to consult and influence in complex situations.
• Experience in integrating AI into work processes.

Responsibilities

• Build long-term customer relationships through consulting.
• Analyze workflows and implement automation.
• Coach and mentor junior team members.

Skills

Experience in leveraging AI

Business process consulting experience

Excellent communication and presentation skills

Experience in analyzing AI-native strategies

Interpersonal skills

Ability to influence in Enterprise Software environment

Job description

Principal Business Process Consultant (AI Practice)

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible or Remote

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 (AI Practice) 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 on strategic goals, document requirements, and lead more complex implementations compared to Senior Business Process Consultants
• Develop the ability to consistently demonstrate business process thought leadership to the customer during times of ambiguity or conflict
• Analyze current processes and workflows to identify improvement areas, define measures to evaluate improvement using the ServiceNow platform, and share insights with product teams, and advocate leading practices
• Coach and mentor junior team members (Senior BPC, BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise
• Share learnings and new practices across the BPC community
• Contribute towards continuous improvement of leading practices
• Customer facing role with some travel within EMEA

To be successful in this role you 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.
• Significant business process 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 businessprocesses and in identifying solutions from a people, process and technology perspective
• Experienceand/or willingness togrow in ServiceNow NowAssist products
• Excellent communicationandpresentationskills
• Experience inadvising and analysingProductstrategiesbased on business priorities
• Excellentinterpersonal skills, customer-centric attitude, and experience working with diverse team
• Experience in analysing and recommending AI-native strategies based on business priorities

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.