About the roleWe are hiring a senior Business Process Consultant / Business Analyst who uses AI every day to deliver ServiceNow outcomes faster and better than traditional delivery allows.

Sgital is a Premier ServiceNow partner and an Anthropic partner, with 60 consultants across Singapore, India, Malaysia, Australia, New Zealand and the UK. We have delivered 2,000+ AI-powered workflows for 40+ customers at a 4.8 CSAT. In this role you own the bridge between client business processes and the ServiceNow platform, and you are expected to redesign how that work gets done with AI, not just document it.

Experience: 5+ years (minimum)

Certifications: 2+ ServiceNow CIS certifications (mandatory)

AI-first delivery: Mandatory, with evidence

Location / work mode: India, preferably Bengaluru (hybrid); remote considered for exceptional candidates.

Key responsibilitiesYou will lead process discovery through to adoption on ServiceNow engagements, using AI at every stage to compress timelines and raise quality.

Discovery and process design

- Run client workshops to map current-state processes, pain points and value levers across IT, employee and customer workflows.
- Use AI tools to synthesise workshop notes, transcripts, tickets and existing documentation into current-state and future-state process maps within hours, not weeks.
- Design future-state processes aligned to ServiceNow out-of-box capability and industry practice (ITIL 4, CSM best practice), challenging customisation where it adds no value.
- Identify where AI agents, Now Assist and automation should replace manual steps, and quantify the benefit.

Requirements and solution definition

- Produce user stories, acceptance criteria,



process flows and fit-gap analyses, using AI to draft, cross-check and refine them.
- Translate business requirements into clear configuration and design inputs for architects and developers.
- Maintain traceability from requirement to test case to release.

Delivery and quality

- Generate test scenarios, test data and UAT scripts with AI and drive UAT with client stakeholders.
- Create training material, knowledge articles and change communications using AI-assisted content workflows.
- Support sprint ceremonies as a product owner proxy, keeping the backlog groomed and prioritised.

Innovation and practice building

- Contribute prompts, templates, agents and reusable accelerators to Sgital's AI-powered delivery framework.
- Measure and report the time and quality gains your AI-first approach delivers on each engagement.
- Coach consultants and clients on AI-assisted ways of working.

Mandatory requirementsApplications that do not meet all four requirements below will not be considered.
- Experience: minimum 5 years as a Business Analyst, Business Process Consultant or Functional Consultant, with at least 3 years on ServiceNow implementations.
- Certifications: at least 2 current ServiceNow Certified Implementation Specialist (CIS) certifications, for example CIS-ITSM, CIS-CSM, CIS-HR, CIS-SPM, CIS-ITOM,



CIS-SIR or CIS-Risk & Compliance. Certified System Administrator (CSA) is expected but does not count toward the two.
- AI-first delivery, proven: hands-on use of AI tools (such as Claude, ChatGPT, Copilot or Gemini) in live client delivery, for requirements, process mapping, documentation, testing or analysis. You must be able to show concrete examples of work done faster or better because of AI.
- ServiceNow AI awareness: working knowledge of Now Assist, AI Agents or generative AI capabilities on the platform, and how to position them in process design.

Core skills we also expect

- Strong facilitation of workshops with senior business and IT stakeholders.
- Fluency in process modelling (BPMN or equivalent) and agile delivery.
- Clear written and spoken English; ability to present to CXO audiences.

In your application, include: a short note (maximum 300 words) describing one engagement where AI changed how you delivered, what you used, and the measurable result. Applications without it will not be reviewed.

Nice to have• A third CIS certification, or ServiceNow Certified Application Developer / Creator certification.

- Experience building prompts, custom GPTs, Claude Projects or straightforward AI agents to automate analyst work.
- Claude or Anthropic certification, or other formal AI credentials.
- ITIL 4 Foundation, CBAP / CCBA, or Certified Scrum Product Owner.
- Experience across multiple APAC or UK markets, or in regulated industries (financial services, government, healthcare).
- Pre-sales exposure: scoping, estimating and demoing AI-enabled ServiceNow solutions.

📌 ServiceNow Business Process Consultant / Business Analyst (AI-First) (Bengaluru)
🏢 SGITAL - AI Workflows
📍 Bengaluru