ServiceNow Process Optimization Specialist

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