Senior Process Engineer - Cloud Infrastructure - Federal

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500 . Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Work Location: Kirkland, WA; San Diego, CA or Santa Clara, CA

Please Note: This position will include supporting our US Federal customers.

"This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.

As a Senior Process Engineer, you will report to the Senior Manager of Process Engineering. You will drive Operational Excellence initiatives, process improvement, and operationalization projects across Global Cloud Operations. This role requires a blend of technical acumen, process design expertise, and cross-functional leadership to deliver measurable impact on productivity, compliance, and customer experience.

You will work independently and collaboratively, influencing without authority, and ensuring alignment with organizational OKRs and strategic priorities. Success in this role means being able to translate strategy into actionable workflows, remove operational waste, and enable scalable processes in a fast-paced cloud environment.

What you get to do in this Role:

• Lead Process Optimization: Design and implement end-to-end processes that improve efficiency and reduce operational risk across engineering and operations.
• Drive OKR Alignment: Translate organizational objectives into measurable outcomes; track and report progress using dashboards and KPIs.
• Operationalize Change: Support service transitions, release management, and compliance initiatives with structured frameworks and governance.
• Enable Data-Driven Decisions: Use analytics to identify bottlenecks, quantify waste, and propose improvements that deliver tangible business value.
• Champion Cross-Functional Engagement: Facilitate workshops, manage intake processes, and coordinate dependencies across multiple teams.
• Governance & Reporting: Maintain data hygiene, enforce process standards, and ensure audit readiness for regulated environments.
• Advance Intelligent Automation: Identify opportunities for AI-driven workflows and implement no-code/low-code solutions to streamline operations and enhance scalability.

Skills for Success

Technical & Analytical

• Knowledge of Cloud Infrastructure, Data Center Operations, and process mapping tools like Miro, Lucid charts etc.
• Understanding of AI workflow automation, ITIL, ServiceNow, and operational governance.
• Experience with no-code/low-code platforms and ability to design and deploy automation solutions.
• Ability to identify and implement AI-driven enhancements across business processes.
• Proficient in using data analytics for decisions and KPI tracking..

Process Excellence

• Proficiency in lean methodology and continuous improvement frameworks.
• Ability to apply statistical analysis and process optimization techniques.
• Experience designing scalable processes in complex or regulated environments.
• Change management and service transition knowledge.
• Certification preferred (Green Belt or Black Belt).

Leadership & Influence

• Ability to lead cross-functional workshops and build stakeholder consensus.
• Effective communicator with both technical and non-technical audiences.
• Ability to manage organizational change and ensure adoption of new processes.

Strategic Execution

• Experienced with OKRs and aligning tasks with business goals.
• Skilled in prioritizing initiatives considering impact, risk, and resources.
• Strong problem-solving mindset with a focus on reducing operational inefficiencies.

Qualifications

• 5+ years of experience with a Bachelor's Degree, as a Process Engineer in Cloud or Data Center environments OR 3+ years with a Master's Degree.
• Proven experience in program/project management and process improvement with AI Solutions.
• Certifications in ITIL, Lean Six Sigma, Kaizen Leader or Project Management preferred.

GCS-23

For positions in this location, we offer a base pay of $127,600 - $216,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 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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