Senior Business Process and Data Consultant

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

This role will directly contribute to the development of products, processes, services, and experiences that make the world of work better for all ServiceNow employees. It is responsible for enhancing the efficiency, effectiveness, and overall performance of the Global People functions by analyzing processes, identifying areas for improvement, and implementing data-driven solutions to streamline operations, reduce waste, increase capacity, and enhance the employee experience.

A key focus of this role is on process measurement-leveraging data analytics and process mining to establish baseline metrics, monitor performance, and quantify improvements over time. By identifying and tracking critical process metrics, this role will ensure that any changes implemented drive measurable, sustainable improvements. It will utilize core Lean Six Sigma methodologies, Kaizen, agentic AI & RPA, and other core quality principles to continuously refine processes based on actionable insights.

What you get to do in this role

• Responsible for the optimization of E2E Global People operational processes to enhance efficiency, quality, productivity, and employee experience
• Scope incorporates cross-functional initiatives inclusive of process, technology, and performance improvement efforts. You will ensure each initiative has clear benefits that are measured throughout the delivery and realized post implementation
• Apply advanced Lean Six Sigma methodologies (DMAIC, DFSS, etc.) to drive data-driven improvements.
• Lead and mentor project teams to optimize current processes and develop new processes to support programs and initiatives. Provide guidance, support, and coaching on the use of lean Six Sigma tools to project team members to drive sustainable process optimization.
• Utilize data-driven approaches to analyze existing processes, identify inefficiencies, bottlenecks, and implement improvement opportunities. Conduct root cause analysis to understand underlying issues impacting performance.
• Develop innovative solutions and implement best practices to streamline processes, standardize, eliminate waste, create capacity, and optimize resource utilization. Employ Lean Six Sigma tools and methodologies to drive measurable improvements.
• Partner with Digital Technology to leverage the ServiceNow platform and GenAI solutions for process automation, self-service, data analytics, and reporting. Identify opportunities to optimize existing HR systems and tools or implement new technologies to enhance Global People operations.
• Establish metrics and control mechanisms to monitor process performance and track improvements. Continuously analyze performance data, identify trends, and make data-driven recommendations for further improvement.
• Develop dashboards and reporting to track and measure performance of key processes. Present findings and recommendations to senior leadership and other stakeholders using data visualization and storytelling techniques.
• Guide and mentor Black Belts and Green Belts, ensuring they have the tools and support needed to succeed.
• Provide ongoing training and development for Black Belts, Green Belts, and other staff on Lean Six Sigma tools, methodologies, and techniques.
• Foster culture of innovation and continuous process improvement within Global People
• Share best practices, lessons learned and success stories across the organization to promote a culture of continuous learning and improvement and enhance the capabilities of teams in process optimization methodologies.

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.
• 8+ years of experience leading large-scale process transformation and change initiatives, driving measurable operational improvements in a global environment.
• Certified Six Sigma Black Belt (Master Black Belt preferred) with deep expertise in process optimization, preferably within high-tech operations-focused industries.
• Proven ability to leverage the ServiceNow platform to enhance customer and employee workflows, resource planning, and overall process visibility.
• Demonstrated success in delivering global transformation initiatives with significant impact on operational efficiency, quality, cost reduction, and scalability.
• Extensive knowledge of teaching and applying Lean Six Sigma methodologies, tools, and techniques including DMAIC, Value Stream Mapping, Kaizen, Root Cause Analysis, and Statistical Process Control.
• Advanced proficiency in data analytics, with hands-on experience using Excel (Power Query, PivotTables), Power BI, Tableau, and other visualization tools to uncover performance trends and monitor key metrics.
• Skilled in using process mining tools (e.g., Celonis, ServiceNow, UiPath Process Mining) to understand the "what" within systems and uncover the "why" through data-driven root cause analysis.
• Proficiency in process mapping and modeling tools, and experience integrating insights with enterprise systems, ERP platforms, and automation solutions.
• Strong background in deploying business process automation technologies such as Power Automate, Robotic Process Automation (RPA), and AI-driven tools to enhance process efficiency without waiting for core platform updates.

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 globaltalentss@servicenow.com 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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