Process Optimization Specialist

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

As a Process Optimization Specialist, you will play a critical role in enhancing the efficiency and productivity of our Global People team. You will be responsible for documenting and analyzing current processes, identifying areas for improvement, and implementing solutions to streamline operations, using Lean Six Sigma and Automation and AI. By employing your expertise in process improvement and project management, you will support improvement initiatives to achieve operational excellence.  

What you get to do in this role: 

Current State Process Documentation 

• Partner with process owners to assess and support current state process documentation, ensuring adherence to Global People's defined process maturity criteria, including governance and maintenance of current artifacts 

• Partner with process owners to maintain process inventories to ensure compliance with agreed-upon reviews and project updates. 

Process Analysis and Evaluation 

• Conduct in-depth analysis of existing processes to identify inefficiencies and areas for improvement 

• Utilize data-driven approaches to assess current process performance and identify areas for optimization, including documenting pain points, bottlenecks, current volumes, SLAs, control points and E2E process performance 

• Collaborate with cross-functional teams to gather input and insights on current processes 

Root Cause Analysis 

• Conduct root cause analysis using Six Sigma tools, Process Mining and other analytics tools to determine the underlying reasons for process inefficiencies  

• Identify corrective actions and potential solutions to address identified issues 

Continuous Improvement Initiatives 

• Apply Lean and Six Sigma methodologies and tools to enhance process capability and reduce variability 

• Coach Operations staff in Continuous Improvement methods and tools while supporting development of an improvement opportunity backlog 

• Participate in cross-functional teams to drive process improvement projects, partnering with Product Managers and PMO to provide process mapping and analysis expertise for optimization initiatives 

• Partner with process owners to develop and implement strategies to optimize efficiency, reduce waste and increase productivity 

Performance Monitoring 

• Leverage Key Performance Indicators (KPIs) to monitor the effectiveness of process improvement initiatives 

• Collect and analyze process data to understand current state performance, track progress and identify trends using control charts 

• Prepare reports to communicate findings and recommendations to stakeholders 

Target State Process Development 

• Identify workflow automation opportunities using ServiceNow Platform tooling 

• Create target state process definitions along with detailed process flow diagrams and standard operating procedures (SOPs) for new processes 

• Collaborate with process owners, Product managers and Operations teams to develop and implement new process designs 

• Partner with Product teams to understand technology roadmaps and provide support for improvement opportunity prioritization 

Change Management 

• Partner with process owners to facilitate the implementation of process improvements 

• Work with stakeholders to gain buy-in and support for proposed changes 

• Provide coaching and training to process owners and Operations staff for implementation of process optimization opportunities 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 3+ years of experience in process analytics, process design, process automation, Operational Excellence, and Continuous Improvement  

• Bachelor's degree in engineering, HR, business, technology related field, or equivalent experience 

• Lean Six Sigma Blackbelt certification strongly preferred (Greenbelt required) 

• Hands-on experience in core Lean Six Sigma methods and tools (e.g., DMAIC, Value Stream Mapping, Kaizen) 

• Strong critical thinking and problem-solving skills, including ability to analyze complex processes and determine the best course of action or recommendation 

• Strong project management and organization skills 

• Experience with process mapping and process modeling (iBPMS) tools  

• Experience with Global People and HR process improvement strongly preferred 

• Experience with change management methodologies strongly preferred 

• Experience with Process Mining applications a plus 

• Understanding of low-code and no-code automation and AI capabilities a plus 

• Experience in ServiceNow Human Resources Service Delivery (HRSD) a plus   

• Excellent oral and written communication skills with ability to effectively communicate with employees at all levels 

• Organized, detail oriented, and able to manage multiple priorities 

• A ‘can do’ attitude towards fast-paced and dynamic situations, challenges, and stakeholders  

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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