ITAM ITOM AI Principal Business Process Consultant

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: 

We are seeking an experienced and highly motivated Principal Business Process Consultant BPC with deep expertise in ServiceNow and a strong background in IT management processes and infrastructure.

This role is ideal for professionals who combine hands on ServiceNow configuration and implementation experience with the ability to design technically feasible solutions across ITAM ITOM and enterprise integrations

The differentiator for this role is expertise in AI with the ability to implement AI powered ServiceNow solutions that drive automation intelligence and business value

• As a Principal BPC you will Lead end to end solution design and delivery for ITAM and ITOM ensuring scalable maintainable and high quality implementations
• Translate customer IT and business requirements into robust ServiceNow solutions guiding clients on ITAM ITOM adoption maturity and AI enablement
• Configure and implement out of the box ServiceNow functionalities ensuring solutions are tested and validated before delivery
• Provide thought leadership mentor other consultants and act as a trusted advisor for complex customer engagements
• Leverage deep knowledge of IT processes ITIL and infrastructure including servers middleware databases networking cloud and Kubernetes to design integrated high value ServiceNow solutions
• Build and deliver demos proofs of concept and prototypes to demonstrate innovative and AI enabled workflows
• Drive adoption and business value realization by working closely with client stakeholders to ensure successful deployments across ITAM ITOM and platform wide initiatives
• Focus Areas IT Asset Management HAM and SAM lifecycle management from procurement to disposal license optimization and compliance for major vendors including Adobe Microsoft Oracle IBM and others
• IT Operations Management Discovery Service Mapping Event Management CMDB CSDM Integrations building and maintaining accurate CMDB aligning with CSDM leveraging Service Graph Connectors
• Spokes and other native integrations and handling complex custom integrations AI Enablement implementing AI powered workflows using ServiceNow native AI capabilities enhancing automation intelligence and decision making Optional Security Operations SecOps including incident response vulnerability management threat intelligence and security workflow integration

This is an exciting opportunity to join a high impact team influencing enterprise digital transformation while expanding expertise across ServiceNow ecosystem and AI capabilities

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. Experience building demos proofs of concept and AI prototypes

• Proven experience as a ServiceNow BPC or Principal Consultant with hands on implementation and configuration experience

• Deep expertise in ITAM ITOM processes and infrastructure management

• Strong knowledge of CMDB CSDM ITIL processes Discovery Service Mapping Event Management and integrations including Spokes Service Graph Connectors REST SOAP JDBC

• Advanced experience with JavaScript Flow Designer Business Rules ACLs Roles Foundational Data and scripting for automation

• Ability to configure out of the box ServiceNow functionality and perform basic setup and validation

• Experience designing technically feasible solutions across ITAM ITOM and integrated systems

• Advanced English and advanced Spanish

Desired ServiceNow certifications including CSA and at least two CIS certifications such as Discovery Event Management HAM SAM Service Mapping Experience across multiple ServiceNow products including ITSM ITOM SPM ITAM SecOps CSM FSM and AppEngine

Work Personas

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 [email protected] 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. 

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