Director, AI and ServiceNow Business Process Architecture

The role

You will lead process discovery and redesign on strategic ServiceNow and Claude engagements. You will also lead and grow a team of Business Process Architects and support pre-sales activities.

What you will do

• Lead executive and stakeholder workshops to capture processes and outcomes
• Redesign processes for an AI-first world using Now Assist, AI agents, and LLMs
• Define future-state process architecture, requirements, and roadmaps
• Partner with Solution and Technical Architects to translate designs into implementation plans
• Use AI tools such as Claude in delivery work
• Serve as a trusted advisor to client leaders
• Hire, coach, and develop a team of Business Process Architects
• Upskill the team on Now Assist, AI agents, and Claude
• Conduct peer reviews to ensure quality
• Manage team financials including utilization, revenue, and margin targets

Required qualifications

• 8+ years of ServiceNow experience across multiple workflows
• Hands-on experience applying AI to business processes including ServiceNow Now Assist, AI Agents, and LLMs such as Claude
• Ability to rethink processes around AI and agentic automation
• Proven experience leading engagements, programs, or customer relationships end to end
• Demonstrated leadership, formal or informal
• Experience supporting pre-sales
• Excellent facilitation and presentation skills
• Strong written and verbal communication skills
• Strong coaching and mentoring skills
• Strong problem-solving skills
• Comfortable with ambiguity, change, and working in a matrixed consulting environment
• ServiceNow Certified System Administrator (CSA)

Nice to have

• One or more ServiceNow Certified Implementation Specialist (CIS) certifications
• ServiceNow AI certifications (e.g., Now Assist micro-certifications)
• Claude certifications (such as the CCAR-F or CCDV-F)
• Prior people management

Before you apply

• If you do not hold Claude certifications, you must be willing to earn them within your first 90 days

About the company

NewRocket is a ServiceNow Elite Partner and a Claude Select partner. They work with public and private sector organizations to simplify processes and turn the promise of AI into measurable business outcomes.