Principal Business Process Consultant

Job Description What you get to do in this role : The Expert Services team at ServiceNow collaborates with customers to help achieve their business outcomes by providing prescriptive guidance. As part of this diverse team, you will work with customers to drive platform adoption, increase satisfaction, and demonstrate the value of their ServiceNow investment. Within the Customer Excellence Group, we have product expert practices, including the Employee Workflows team, which focuses on HR Service Delivery solutions—covering implementation, advisory, best practices, innovation, and architecture for our customers and partners. The Role Principal Business Process Consultants (BPCs) develop long-term customer relationships through consulting and process improvements. They engage in early process design, partner with technical teams, lead workshops, gather requirements, and craft functional specifications to ensure solutions meet business needs, address compliance, and achieve successful outcomes through workflow analysis, automation, and collaboration. What you get to do in this role : Collaborate with senior stakeholders to align on strategic goals, document requirements, and lead complex implementations. Demonstrate thought leadership in business processes during ambiguity or conflict. Analyze workflows to identify improvements, define success measures, share insights with product teams, and promote best practices. Mentor junior team members on solutions, expertise, and project challenges. Share learnings and contribute to continuous improvement of practices. Engage in customer-facing activities with some travel within EMEA. Qualifications To be successful in this role you have : Experience with integrating AI into workflows, decision-making, or problem-solving, including using AI tools, automating processes, or analyzing AI insights. Significant business process consulting experience in complex, global organizations within an enterprise software environment. Experience in defining and deploying future-state processes from a people, process, and technology perspective. Willingness to grow in ServiceNow NowAssist products. Excellent communication and presentation skills. Experience advising on product strategies aligned with business priorities. Strong interpersonal skills, customer-centric attitude, and experience working with diverse teams. Experience analyzing HR / ITSM strategies based on business needs. Fluency in Arabic and English is essential. Additional Information Work Personas We support flexible work arrangements based on the nature of the work and location. Learn more here. Eligibility depends on the distance between your residence and the nearest ServiceNow office. Equal Opportunity Employer ServiceNow is committed to diversity and inclusion. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, or other protected categories. Accommodations If you require accommodations during the application process, contact Export Control Regulations Positions requiring access to controlled technology may need export approval. Employment is contingent on obtaining necessary licenses. From Fortune. 2025 Fortune Media IP Limited. All rights reserved.

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