Full-Time Senior Manager, Business Process Management

The GCS Technology Strategy and Implementation team is seeking 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). Close collaboration with internal and external stakeholders is crucial 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 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.

Develop support resources, including training materials and reporting tools.

Conduct post-implementation assessments to ensure goals are met and value is delivered effectively.

Qualifications Include:

• 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.
• 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.
• 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.

We value inclusivity and welcome candidates from diverse backgrounds.

Compensation: $143,300 - $250,700, plus equity (when applicable), variable/incentive compensation and benefits. Compensation varies based on location.

What is the last date for applying to the job?

Which countries are accepted for this remote job?