Senior ServiceNow ITSM Consultant: AI-Driven Workflow Lead

Tata Consultancy Services Limited; Mill Creek (WA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Leaves

Insurance Options: Auto & Home

Certification & Training Reimbursement

Time Off: Vacation & Holidays

401K Plan

Job summary

Tata Consultancy Services Limited in Mill Creek, WA seeks a seasoned Functional Consultant to lead ServiceNow engagements. You will specialize in 1–2 ServiceNow offerings, translate complex requirements into configurations, author user stories, and drive automation with a focus on best practices.

Ideal candidates bring 8+ years in a professional services setting, ServiceNow certifications, and ability to travel up to 50% to support customer engagements and knowledge transfer.

Qualifications

• Experience integrating AI into workflows and decision-making.
• 8+ years progressive experience in a professional services organization or equivalent.
• Ability to travel up to 50%.
• Industry domain expertise in respective areas.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications aligned to workflow offerings.
• Independently leverages AI to optimize workflows and tailor customer solutions.
• Articulates AI system design, ethics, and platform use cases clearly.

Responsibilities

• Lead less complex and smaller teams as the functional solution lead.
• Specialize in 1–2 ServiceNow offerings and guide career advancement.
• Translate requirements into configurations; author user stories for agile development.
• Identify opportunities for process improvement and automation.
• Mentor junior team members on solutioning and challenges.
• Share learnings across the BPC community.
• Apply ServiceNow knowledge to design efficient workflows meeting customer expectations.
• Draft user stories and train customers to create acceptance criteria and testing strategies.
• Provide feedback to product development based on customer experience.
• Maintain skills and certifications on specific workflows.

Skills

AI integration

Travel 50%

Industry domain expertise

Independent leadership

Collaboration

AI ethics & design

AI-driven optimization

Tools

ServiceNow certifications

Job description

Tata Consultancy Services Limited in Mill Creek, WA seeks a seasoned Functional Consultant to lead ServiceNow engagements. You will specialize in 1–2 ServiceNow offerings, translate complex requirements into configurations, author user stories, and drive automation with a focus on best practices.

Ideal candidates bring 8+ years in a professional services setting, ServiceNow certifications, and ability to travel up to 50% to support customer engagements and knowledge transfer.