ServiceNow

Process Optimization Specialist

ServiceNow • $80K — $95K *
West Palm Beach, FL 33411In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years of experience in process analytics, design, automation, and Continuous Improvement
  • Bachelor's degree in engineering, HR, business, or a related field
  • Lean Six Sigma Blackbelt certification preferred, Greenbelt required
  • Strong critical thinking and problem-solving skills
  • Hands-on experience with Lean Six Sigma methods (DMAIC, Value Stream Mapping)
  • Experience with process mapping and modeling tools
  • Excellent communication skills across all levels

Responsibilities

  • Document and analyze current People team processes with process owners
  • Identify inefficiencies using data-driven analysis and gather insights from team members
  • Conduct root cause analyses to determine reasons for process inefficiencies
  • Apply Lean and Six Sigma methodologies for process improvement
  • Monitor effectiveness of initiatives using KPIs and control charts
  • Develop target state process definitions and new process designs
  • Facilitate change management and coach team members on implementation

Benefits

  • Flexibility in work arrangement based on role and location
  • Opportunity to work on high-impact projects for a global team
  • Professional development through coaching in Lean and Six Sigma methodologies
  • Collaboration with cross-functional teams to drive process improvements
  • Engagement in innovative projects integrating AI and automation tools
Full Job Description
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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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