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, p