Process Optimization Leade

Description:

ServiceNow, a global leader in AI-powered digital workflow solutions, is seeking a Process Optimization Leader – Global People Operations to revolutionize its internal processes and employee experience. This high-impact role will drive end-to-end optimization of global HR processes, leveraging advanced methodologies like Lean Six Sigma, Kaizen, and cutting-edge technologies such as AI, RPA, and the ServiceNow platform itself.

This position is ideal for a results-driven change agent with deep technical expertise and a passion for driving measurable transformation in a complex, matrixed organization. You’ll operate at the intersection of data, innovation, and operational excellence, helping to streamline processes, increase efficiency, eliminate waste, and ultimately enhance the employee journey across ServiceNow’s global operations.

Key Responsibilities:

• Lead and optimize end-to-end processes within Global People Operations to improve quality, productivity, and employee engagement.

• Apply Lean Six Sigma principles (DMAIC, DFSS) and Kaizen to execute impactful process transformation initiatives.

• Analyze data using advanced visualization tools (Power BI, Tableau) and process mining platforms (Celonis, UiPath, ServiceNow Process Mining).

• Establish clear performance metrics and control mechanisms to track improvements and sustain long-term efficiency.

• Partner with Digital Technology teams to automate workflows, integrate AI tools, and drive digital transformation in HR operations.

• Provide training and mentorship to Black Belts, Green Belts, and cross-functional teams in continuous improvement techniques.

• Design dashboards and compelling data stories to communicate insights and engage leadership in process decisions.

• Foster a culture of innovation, continuous improvement, and best practice sharing across ServiceNow’s global HR teams.

Qualifications:

• Certified Six Sigma Black Belt (Master Black Belt preferred).

• 8+ years leading large-scale transformation programs, preferably in a global, high-tech environment.

• Experience implementing automation and AI within process workflows.

• Strong proficiency in analytics tools such as Power BI, Excel (Power Query, PivotTables), Tableau, and process mining software.

• Expertise in process mapping, statistical control, and enterprise systems integration.

• Proven success in leading global initiatives with measurable improvements in quality, cost, and scalability.

• Ability to mentor Lean Six Sigma practitioners and foster a culture of operational excellence.