Job Description

We are seeking a results-oriented Business Process Manager to lead transformational initiatives that deliver measurable improvements in operational efficiency, service quality, and customer experience. This role is critical in optimizing and future-proofing business operations by analyzing, redesigning, and improving key processes across the organization. You will work closely with cross-functional teams to build consensus, foster a culture of continuous improvement, and implement intelligent solutions that enable long-term success. If you are passionate about simplifying complexity, driving transformation, and delivering scalable outcomes, this is your opportunity to make a lasting impact.

What you get to do in this role:

• Lead discovery workshops and map current and future-state processes using industry-standard modeling techniques (e.g., BPMN 2.0, value stream mapping).
• Drive end-to-end process transformation initiatives from assessment through to benefits realization.
• Translate business needs into clear process, operational, and system requirements.
• Use data, benchmarks, and best practices to identify inefficiencies, bottlenecks, and high-impact improvement opportunities.
• Define, track, and embed process performance metrics (KPIs) into business dashboards to monitor process health and outcomes.
• Conduct structured root cause analysis aligned with Lean Six Sigma methodologies.
• Establish and maintain process documentation frameworks that support governance, compliance, and continuous improvement.
• Lead targeted communication, change management, and training to ensure adoption and long-term sustainability.
• Identify and prioritize automation opportunities (e.g., RPA, AI-driven workflows) and collaborate with technical teams to implement scalable solutions.
• Conduct regular reviews to monitor process maturity, compliance, and continuous improvement opportunities.

Qualifications

To be successful in this role you have:

• Over 8 years of experience in Business Process Improvement, business analysis, or operations optimization in a technology-focused environment.
• Proficient in BPMN 2.0 process modeling.
• Strong analytical thinking, facilitation, and communication skills.
• Hands-on experience with Lean and Six Sigma methodologies (e.g., SIPOC, value stream mapping).
• Working knowledge of Agile practices and software delivery lifecycle.
• Experience using process modeling tools such as Visio, Lucidchart or similar.
• Ability to manage multiple priorities and engage stakeholders at all levels.

Preferred Qualifications:

• Certified Business Process Professional (CBPP) or equivalent certification.
• Lean Six Sigma Green or Black Belt.
• Experience with process mining or AI-enabled workflow platforms (e.g., Signavio, Celonis, ProcessMaker).
• Familiarity with decision modeling (DMN) and modern workflow automation platforms.
• Experience with Agile delivery frameworks (e.g., Scrum, Kanban).

Education/Certification:

• Bachelor’s degree in management information systems (MIS), Industrial Engineering, or a related field preferred.
• Equivalent professional experience will also be considered.

JV20

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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