Director, AI and ServiceNow Business Process Architecture

highmetric; EE. UU.; A distancia; USD 170.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote position (Pacific/Mountain time

Descripción de la vacante

Highmetric is hiring a Director of Business Process Architecture to lead client engagements combining ServiceNow work with applied AI. The role is a player-coach, split between delivering to clients and building a team of Business Process Architects.

Remote, ideally in Pacific or Mountain time zones. You will run executive workshops, redesign processes for an AI-first model, and define future-state architectures with solution and technical architects.

Formación

• Eight or more years of ServiceNow experience with broad platform knowledge across multiple workflows.
• Hands-on experience applying AI to business processes, including Now Assist, AI Agents, and large language models.
• Demonstrated ability to rethink processes around AI and agentic automation.
• Proven record leading engagements, programs, or customer relationships end to end.
• Leadership experience, formal or informal, such as engagement lead or acting manager.
• Strong facilitation, presentation, written, and verbal communication skills with executive audiences.
• Comfort working with ambiguity, change, and a matrixed consulting environment.

Responsabilidades

• Run executive and stakeholder workshops to capture current-state processes and success measures.
• Redesign processes for an AI-first operating model using Now Assist, AI agents, and LLMs.
• Define future-state architecture and roadmaps, translating designs into plans.
• Hire, coach, and develop a team of Business Process Architects.
• Manage team financials against utilisation, revenue, and margin targets.
• Support pre-sales scoping, estimates, SOWs, and client presentations; build reusable AI delivery tools.

Conocimientos

ServiceNow expertise

AI in business processes

Executive workshop facilitation

Leadership / people management

Client engagements

Solution design

Herramientas

ServiceNow

Now Assist

AI Agents

LLMs

Descripción del empleo

Role overview

A consulting organisation is hiring a Director of Business Process Architecture to lead client engagements that combine ServiceNow platform work with applied AI. The position is a player-coach role with roughly half of the time spent delivering directly to clients and the other half building and leading a team of Business Process Architects. It is remote, ideally based in the Pacific or Mountain time zone.

Responsibilities

• Run executive and stakeholder workshops to capture current-state processes, target outcomes, and success measures across ServiceNow workflows and AI solutions.
• Redesign processes for an AI-first operating model, identifying where Now Assist, AI agents, and large language models can automate, augment, or remove work, and where human judgment must remain.
• Define future-state process architecture, requirements, and roadmaps, partnering with solution and technical architects to translate designs into implementation plans.
• Hire, coach, and develop a team of Business Process Architects, including performance reviews, mentoring, and upskilling on AI-driven process work.
• Manage team financials against utilisation, revenue, and margin targets and conduct peer reviews for delivery quality.
• Support pre-sales scoping, estimates, statements of work, and client presentations, and build reusable methods, templates, and AI-enabled delivery tools.

Requirements

• Eight or more years of ServiceNow experience with broad platform knowledge across multiple workflows rather than a single module.
• Hands-on experience applying AI to business processes, including ServiceNow Now Assist, AI Agents, and large language models.
• Demonstrated ability to rethink processes around AI and agentic automation rather than only digitising the existing state.
• Proven record leading engagements, programs, or customer relationships end to end.
• Leadership experience, formal or informal, such as engagement lead, workstream lead, or acting manager.
• Strong facilitation, presentation, written, and verbal communication skills, including with executive audiences.
• Comfort working with ambiguity, change, and a matrixed consulting environment.

Nice to have

• Prior people management experience.
• ServiceNow Certified System Administrator required, with one or more Certified Implementation Specialist certifications preferred.
• ServiceNow AI certifications and Claude certifications preferred, with willingness to earn them within the first 90 days if not already held.

Benefits and work setup

• Remote position with a preference for candidates in the Pacific or Mountain time zone.
• Reports into the Area Vice President for U.S. West Delivery within the Service Delivery organisation.