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ServiceNow is seeking a Process Optimization Specialist to enhance efficiency and productivity within its Global People team. This role focuses on documenting, analyzing, and improving business processes using Lean Six Sigma methodologies, process mining, and AI-driven automation.
Key Responsibilities:
Current State Process Documentation: Partner with process owners to assess and document current processes, ensuring adherence to defined maturity criteria and governance standards. Maintain process inventories and ensure compliance with agreed-upon reviews and updates.
Process Analysis and Evaluation: Conduct in-depth analysis of existing processes to identify inefficiencies. Use data-driven approaches to assess performance, document pain points, bottlenecks, volumes, SLAs, control points, and end-to-end process metrics. Collaborate with cross-functional teams to gather insights.
Root Cause Analysis: Apply Six Sigma tools, process mining, and analytics to determine underlying reasons for inefficiencies. Identify corrective actions and potential solutions.
Continuous Improvement Initiatives: Apply Lean and Six Sigma methodologies to enhance process capability and reduce variability. Coach operations staff in continuous improvement methods. Participate in cross-functional improvement projects with Product Managers and PMO. Develop strategies to optimize efficiency, reduce waste, and increase productivity.
Performance Monitoring: Leverage KPIs to monitor effectiveness of initiatives. Collect and analyze process data using control charts. Prepare reports communicating findings and recommendations to stakeholders.
Target State Process Development: Identify workflow automation opportunities using ServiceNow Platform tooling. Create target state process definitions with detailed flow diagrams and standard operating procedures. Collaborate with process owners, product managers, and operations teams on new process designs.
Change Management: Facilitate implementation of process improvements. Work with stakeholders to gain buy-in. Provide coaching and training for process optimization implementation.
Requirements:
- 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 with core Lean Six Sigma methods and tools (DMAIC, Value Stream Mapping, Kaizen)
- Strong critical thinking and problem-solving skills for analyzing complex processes
- 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
- Process Mining applications experience 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
- Organized, detail-oriented, able to manage multiple priorities
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
