Process Optimization Analyst

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

As a Process Improvement 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 technology, automation, Six Sigma and Lean Management methodology. By employing your expertise in process optimization 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 COE 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 COE process owner 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 and Process Mining applications to determine the underlying reasons for process inefficiencies
• Identify corrective actions and potential solutions to address identified issues

Continuous Improvement Initiatives

• Participate in cross-functional teams to drive process improvement projects; partner 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
• Apply Lean and Six Sigma methodologies and tools to enhance process capability and reduce variability

Performance Monitoring

• Identify 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

New Process Development

• Collaborate with process owners, Product managers and Operations teams to develop and implement new processes
• Identify automation and technology improvements on the ServiceNow Platform
• Create detailed process flow diagrams and standard operating procedures (SOPs) for new processes
• Partner with Product teams to understand technology roadmaps and provide insight into prioritized areas for optimization

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 COE process owners to implement process optimization opportunities

Qualifications

To be successful in this role you have:

• To be successful in this role, you have:

• Bachelor's degree in HR, business, technology or other related field or equivalent experience.
• Lean Six Sigma/Six Sigma Greenbelt certification required
• Experience in ServiceNow Human Resources Service Delivery (HRSD) a plus 
• Experience with Global People/HR processes and/or process improvement strongly preferred
• Knowledge of Lean and Six Sigma methodologies and tools (e.g., DMAIC, Value Stream Mapping, Kaizen)
• Experience with change management methodology strongly preferred.
• Exposure to process mapping tools such