Business Process Analyst

ServiceNow; West Palm Beach (FL); Hybrid; USD 90,000 - 130,000; Full time

Job summary

ServiceNow seeks a Process Optimization Specialist to enhance Global People operations by documenting, analyzing, and streamlining processes using Lean Six Sigma, Process Mining, and AI-driven automation.

You will partner with process owners, Product Managers, and PMO to map current and target state processes, develop SOPs, and drive improvement initiatives that boost efficiency and reduce waste across the HR domain.

Qualifications

• Experience integrating AI into workflows, automation, or decision-making.
• 3+ years in process analytics, design, automation, and continuous improvement.
• Lean Six Sigma Black Belt preferred (Green Belt also acceptable).
• Hands‑on in DMAIC, Value Stream Mapping, Kaizen.
• Strong problem‑solving, project management, and communication skills.

Responsibilities

• Document current processes with governance and process maturity criteria.
• Maintain process inventories and ensure reviews and updates are on track.
• Analyze existing processes to identify inefficiencies and optimization opportunities.
• Apply Lean Six Sigma and Process Mining to reduce variability and waste.
• Collaborate with cross-functional teams to gather insights and map processes.
• Lead improvement projects with PMO and Product Managers for optimization.
• Develop target state processes and SOPs for new workflows.
• Coach staff in continuous improvement methods and tools.
• Support change management and stakeholder buy-in for changes.

Skills

AI integration in workflows

Lean Six Sigma

Process analytics

Project management

Communication skills

Change management

Process mapping

Education

Bachelor's degree in engineering, HR, business, technology related field

Tools

iBPMS tools

Process Mining tools

ServiceNow HRSD experience

Job 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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

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

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

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

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [email protected] 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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