Process Optimization Specialist

ServiceNow; Town of Florida (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

ServiceNow is seeking a Process Optimization Specialist to enhance the Global People team's efficiency using Lean Six Sigma, process mapping, and automation. You will document current processes, analyze bottlenecks, and implement improvements leveraging AI insights.

Collaborating with Product Managers and PMO, you will define target state processes, KPIs, and SOPs, driving value across the organization in a dynamic environment.

Qualifications

• Bachelor's degree in engineering, HR, business, technology related field, or equivalent experience
• Lean Six Sigma Black Belt certification strongly preferred (Green Belt required)
• Hands-on experience in core Lean Six Sigma methods and tools (e.g., DMAIC, Value Stream Mapping, Kaizen)
• Experience with process mapping and process modeling (iBPMS) tools
• Experience with Process Mining applications a plus
• Experience with Global People and HR process improvement strongly preferred
• 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
• Experience integrating AI into work processes, decision-making, or problem-solving

Responsibilities

• Partner with process owners to assess and support current state process documentation
• Maintain process inventories to ensure compliance with reviews and project updates
• Conduct in-depth analysis of existing processes to identify inefficiencies
• Use data-driven approaches to assess current process performance and identify optimization areas
• Collaborate with cross-functional teams to gather input and insights on current processes
• Conduct root cause analysis using Six Sigma tools to determine underlying issues
• Identify corrective actions and potential solutions to address issues
• Apply Lean and Six Sigma methodologies to enhance process capability and reduce variability
• Coach Operations staff in Continuous Improvement methods and build an improvement backlog
• Participate in cross-functional teams with Product Managers and PMO for optimization
• Develop and implement strategies to optimize efficiency and reduce waste
• Leverage KPIs to monitor effectiveness; collect/process data; prepare reports
• Identify workflow automation opportunities using ServiceNow Platform tooling
• Create target state process definitions with SOPs for new processes
• Collaborate with process owners, Product managers and Operations teams on new designs
• Partner with Product teams to understand technology roadmaps and prioritize improvements
• Partner with process owners to facilitate implementation of improvements
• Gain stakeholder buy-in and provide training for changes

Skills

Process analytics

Lean Six Sigma

Project management

Critical thinking

Communication skills

AI integration

Decision making

Problem solving

Organization

Can-do attitude

Education

Bachelor's degree in engineering/HR/business/tech or equivalent

Lean Six Sigma Black Belt certification

Green Belt certification

Tools

iBPMS tools

Process Mining

ServiceNow HRSD

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.

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 analyse 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

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

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 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 [e-mail] 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.

From Fortune. 2026 Fortune Media IP Limited. All rights reserved. Used under license.