Business Analyst / AI Process Consultant

Business Analyst / AI Process Consultant — ServiceNow

AI use cases · Discovery & scoping workshops · Process redesign · Business cases

Your role

We’re looking for a hybrid profile between business analysis and process consulting, with an AI focus. You’re the person who turns a fuzzy business need into scoped, measurable and prioritized AI use cases, and then redesigns the process around the agent or AI capability that serves it best.

You work upstream in the ServiceNow AI chain, where a business hunch becomes an actionable request. You lead requirements gathering with IT and business teams, qualify AI use cases (value, feasibility, risk, available data), write user stories and acceptance criteria, and rethink the target process so it genuinely leverages Now Assist, AI Search or an agent. You also facilitate the diagnostic and scoping workshops of our platform governance offerings, and support the delivery of our ServiceNow managed governance service. You bridge users, the AI Specialist, the AI Agent Designer and the AI Workflow Orchestrator. This role suits an intermediate business analyst as much as a senior process consultant, as long as you enjoy working with the uncertainty AI introduces.

Key responsibilities

• Lead requirements gathering with IT and business stakeholders: interviews, workshops, field observation.
• Facilitate platform diagnostic and scoping workshops (state review, gap and impact identification, action plan) with clients.
• Support delivery of the ServiceNow platform managed governance service: governance cadence, demand filter, platform value tracking and decision inventory.
• Qualify and prioritize AI use cases by business value, technical feasibility, available data and risk.
• Map current (as‑is) processes and design target (to‑be) processes, spotting steps to automate and activities done by AI, augmented by AI, or left to humans.
• Write user stories, acceptance criteria, business rules and functional requirements for AI use cases.
• Build the business case for each use case: expected benefits, costs, success metrics, deployment conditions.
• Define value indicators (deflection, handling time, quality, satisfaction) and how to measure them after go‑live.
• Drive AI backlog prioritization with the product owner and document decisions, assumptions and known limits.
• Support user adoption: change management, communication, functional training.

What you bring

• Experience in business analysis or process consulting, in ServiceNow and digital transformation context.
• Command of requirements‑gathering techniques: interviews, scoping workshops, observation, light prototyping.
• Ability to map a process (BPMN, value stream mapping) and spot where the value lies.
• Ease writing clear user stories, testable acceptance criteria and unambiguous business rules.
• Functional understanding of applied AI: what Now Assist, AI Search and agents can do, and their limits.
• Ability to qualify a use case on value, feasibility, data and risk, without falling into AI‑for‑everything.
• Practice in backlog prioritization and working with a product owner and delivery teams.
• Ease explaining AI to non‑technical users and setting realistic expectations.
• Ease facilitating diagnostic, scoping and platform governance workshops with clients.
• A consulting posture: listening, reframing, the ability to challenge a need without alienating the client.

Desired certifications

Required or in progress

• ServiceNow Certified System Administrator (CSA), a business analysis certification (IIBA ECBA, CCBA or CBAP) or a process management certification.

An asset

• ServiceNow Certified Implementation Specialist (CIS) on a relevant module, Now Assist micro‑certifications, Agile certifications (PSPO, SAFe), BPM certifications (OCEB).

Expected deliverables

• Catalogue of qualified, prioritized AI use cases with their value, feasibility and risk levels.
• Current and target process maps (as‑is / to‑be) annotated with AI intervention points.
• User stories, acceptance criteria and business rules ready for delivery.
• A business case per use case with success metrics and measurement conditions.
• A prioritized AI backlog kept current with the product owner.
• A change‑management plan and communication material by persona.
• A post go‑live value review: measured indicators, gaps, adjustment recommendations.

Required experience

• Business analysis (2-5 yrs) – Intermediate to Advanced: Requirements gathering, user stories, acceptance criteria, business rules, requirements management.
• Process consulting & redesign (2-5 yrs) – Intermediate to Advanced: BPMN mapping, value stream mapping, process optimization and redesign.
• Applied AI in a business context (1-2 yrs) – Intermediate: Functional understanding of Now Assist, AI Search and agents, their use cases and limits.
• ServiceNow (ITSM, CSM, HRSD or ITOM) (2-4 yrs) – Intermediate to Advanced: Functional knowledge of at least one module driving the use cases.
• Prioritization & backlog (2+ yrs) – Intermediate: Working with a product owner, value trade‑offs, Agile cadence.
• Business case & value measurement (2+ yrs) – Intermediate: Benefits, costs, indicators, simple ROI calculation.
• Change management (2+ yrs) – Intermediate: Communication, functional training, adoption support.
• Communication & facilitation (3+ yrs) – Advanced: Workshop facilitation, plain‑language explanation, multi‑team alignment and client presentation.

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