Consultant AI & Service Transformation - ServiceNow

Many companies are at a turning point: they have implemented ServiceNow, use portals, workflows and knowledge databases – but the actual experience often remains fragmented. We help customers develop an AI-supported, agentic customer interface from classic service portals – a front door that understands what users need, makes knowledge available in context and orchestrates processes end-to-end.

• You advise managers and specialist departments on how GenAI, Agentic AI and modern platforms are changing their service and support landscapes, and identify value-adding use cases with measurable business impact together with customers
• You design modern employee and customer service experiences with ServiceNow as the core technology and design agentic front-door solutions, e.g. with EmployeeWorks (Moveworks), which understand requests and trigger services across systems
• You translate specialist requirements from IT, HR, Customer Service, Procurement, Security etc. into functional and technical solution images and accompany customers from vision through discovery and PoC to scalable implementation
• You support the development of prerequisites for AI-based services – including data quality, knowledge management, governance, adoption, operating model and change
• You work closely with architects, developers, process experts and near-/offshore teams and use AI itself as a tool for analysis, conception and high-quality deliverables

• Successfully completed degree (business informatics, computer science, business administration, industrial engineering or similar), ideally first experience in consulting, digital transformation, service management or ServiceNow
• You are not a pure platform configurator, but a translator between business and technology – you analyse complex business problems in a structured way and quickly recognise how AI creates real added value
• You develop a concrete AI use case from a vague idea and think in end-to-end journeys, services and operating models instead of individual functions
• Good understanding of how platforms, data, workflows, knowledge management and AI interact – ideally you have first experience with ServiceNow, Workday, SAP or Salesforce
• You bring specialist departments, IT and delivery teams together, communicate strongly in German and English and like to take responsibility in dealing with clients