Job Description

This role will directly contribute to the development of products, services and experiences that make the world of work better for all Service Now employees. This role is responsible for enhancing the efficiency, effectiveness, and overall performance of the Global People functions, through analyzing processes, identifying areas for improvement, and implementing solutions to streamline operations, reduce waste, increase capacity, and enhance the employee experience.

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
• 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.
• Identify opportunities to leverage the Service Now platform and tools to increase automation, drive self-service and improve employee workflows.
• Partner with Digital Technology to leverage the Service Now platform and GenAI solutions for process automation, self-service, data analytics, and reporting. Facilitate cross-functional forums to identify opportunities to optimize existing HR systems/ tools or implement new technologies to enhance Global People operations.
• Utilize data-driven approaches to analyze existing processes, identify inefficiencies, bottlenecks, and areas of improvement. Conduct root cause analysis to understand underlying issues impacting performance.
• Foster culture of innovation and continuous process improvement within the Global People organization.
• Scope incorporates cross-functional initiatives inclusive of business, technology, and organizational change efforts.
• Lead and mentor teams to execute cross-functional process improvement projects effectively. Provide training, guidance, support, and coaching in to team members throughout the change lifecycle.
• Leverage Process Mining and Task Mining for ongoing performance monitoring, discovery, change validation, capacity management and control.
• 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.
• Mentor, coach, and support Global People operational leaders to better manage and continuously improve their daily operations.
• 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:

• 8+ years of experience in large scale process transformation and change, driving operational improvements in a global environment
• Certified Six Sigma Black Belt with extensive experience in process optimization, preferably in an operations industry
• Experience leveraging the Service Now platform to improve customer and employee workflows and resource planning is highly desirable. Experience in Service Now Human Resources Service Delivery (HRSD) a plus.
• Management consulting background in process excellence is highly desirable.
• Proven track record of successfully leading and delivering global process transformation and improvement programs with significant impact on operational efficiency, quality, and cost reduction.
• Have led, managed, and developed a team of process improvement specialists.
• Expertise in Lean Six Sigma methodologies, tools, and techniques such as DMAIC, Value Stream Mapping, Kaizen, Root Cause Analysis, Statistical Process Control, etc.
• Strong analytical skills with proficiency in statistical analysis, data analytics tools and software.
• Experience with Process Mining applications preferred.
• Proficiency in process mapping and modeling tools as well as experience with enterprise systems, ERP platforms and digital technologies for business process automation and optimization
• Excellent leadership, communication, and interpersonal skills with the ability to influence and inspire teams at all levels of the organization
• Can successfully navigate a complex environment with project teams, business partners, leadership, external parties, and other stakeholders
• A ‘can do’ attitude to fast-paced and dynamic situations, challenges, and customers

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.