Senior Manager, Business Process Management - ServiceNow

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.

The GCS Technology Strategy and Implementation team is looking for a high-performing Senior Manager, Business Process Management to join the Technology and Service team within the Global Customer Support organization. As part of the Technology Strategy and Implementation team, this role will lead efforts in continuous improvement, utilizing ServiceNow CORE principles, process standardization, automation, and Business Process Management (BPM). The role involves close collaboration with both internal and external stakeholders to implement strategies that drive process optimization, standardization, and automation.

• Develop and govern a comprehensive framework for business process management specific to ServiceNow Operations.
• Lead, manage, and nurture a team of process analysts, providing guidance and fostering growth to drive continuous improvement.
• Collaborate closely with cross-functional stakeholders to embed a culture of continuous improvement, simplifying processes and enhancing efficiency.
• Identify process trends and variations to establish a robust, continuous improvement tracking system.
• Lead quality-focused initiatives through training, communication, and direct support to reinforce a strong quality culture.
• Drive and support the execution of key process improvement projects, leveraging innovative methodologies for enhanced business impact.
• Develop support resources, including training materials and reporting tools, based on optimized processes.
• Conduct post-implementation assessments to ensure goals are met and value is delivered effectively.

• Bachelor’s degree in Business Administration, Operations Management, or a related field; a Master’s degree is a plus.
• Proven experience in business process management, with a strong background in process improvement methodologies (e.g., Lean, Six Sigma, BPM).
• Demonstrated success in leading and managing teams, with a focus on fostering growth and driving results.
• Excellent problem-solving skills, with the ability to identify inefficiencies and implement innovative solutions.
• Strong communication and interpersonal skills, capable of engaging and influencing cross-functional stakeholders at all levels.
• Proficiency in process mapping and improvement tools, as well as relevant software (e.g., ServiceNow, process mining tools).
• Ability to work in a fast-paced environment, managing multiple projects and adapting to shifting priorities.
• Track record of delivering measurable improvements in efficiency, quality, and business value.
• Certification in process improvement (e.g., Lean Six Sigma Green/Black Belt, BPM Certification) preferred.
• Experience with post-implementation review processes and continuous improvement tracking systems is a plus.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $143,300 - $250,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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