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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

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 Service Now 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…