[Hiring] Director, AI and ServiceNow Business Process Architecture @NewRocket

Role Description

We are hiring a Director, Business Process Architecture within our Service Delivery organization, reporting to the Area Vice President, US West Delivery. This is a player-coach role: you will deliver directly with clients, leading process discovery and redesign on strategic ServiceNow and Claude engagements, while also leading and growing a team of Business Process Architects, supporting pre-sales, and building our AI-enabled business process practice.

As organizations move from digitizing workflows to redesigning them around AI agents, the way processes are designed has to change. You will help our clients, and our own team, make that shift by combining deep ServiceNow platform experience with hands-on knowledge of Now Assist, AI agents, and large language models such as Claude.

This role is a great fit for an experienced ServiceNow professional with a track record of leading engagements, customers, and project teams, including those ready to step into a more formal people-management role.

We are #GoingBeyond! Come join our crew!

Qualifications

• 8+ years of ServiceNow experience, with broad platform knowledge across multiple workflows (e.g., ITSM, CSM, HRSD, SPM) rather than a single module
• Hands-on experience applying AI to business processes, including ServiceNow Now Assist and AI Agents, and LLMs such as Claude
• Ability to rethink processes around AI and agentic automation, not just digitize the current state
• Proven experience leading engagements, programs, or customer relationships end to end
• Demonstrated leadership, formal or informal (e.g., engagement lead, workstream lead, or acting manager); prior people management is a plus but not required
• Experience supporting pre-sales, including scoping, estimating, and presenting to prospective clients
• Excellent facilitation and presentation skills, with the presence to lead executive-level workshops
• Strong written and verbal communication skills with all levels of an organization, including executives
• Strong coaching and mentoring skills, with the ability to motivate a team
• Strong problem-solving skills and the ability to simplify complex situations
• Comfortable with ambiguity, change, and working in a matrixed consulting environment

Requirements

• ServiceNow Certified System Administrator (CSA) required
• One or more ServiceNow Certified Implementation Specialist (CIS) certifications preferred
• ServiceNow AI certifications (e.g., Now Assist micro-certifications) preferred
• Claude certifications (such as the CCAR-F or CCDV-F) preferred; if you don’t hold them yet, you must be willing to earn them within your first 90 days

Benefits

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected] .