Process Intelligence Program Director

In this role, you will directly contribute to the development of products, services and experiences that make the world of work better for all ServiceNow employees. You will be 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, increase productivity and enhance the ServiceNow employee experience.

The ideal candidate will have deep experience in using Business Process Intelligence and low-/ no-code automation tools together with AI to transform, manage and continuously improve enterprise operations. You will be responsible for building and managing a program using Process Intelligence and related tools to drive efficiency gains, cost reduction, and enhanced employee experience. You will directly lead initiatives and coach broadly to enable effective use of Process Intelligence to improve processes and deliver automation and AI solutions across Global People Services.

What you get to do in this role

Process Intelligence Implementation:

• Discover and define process optimization and automation solutions across Global People Services to enhance end-to-end efficiency, quality and performance
• Implement Business Process Intelligence (process mining, task mining & analytics) for ongoing performance monitoring, discovery, change validation, capacity management and control
• Partner closely with People Product Management, Digital Technology and Operations Service Delivery to define and implement a transformation roadmap for acceleration of Automation and Agentic AI solutions across Global People Services.
• Enable Centers of Excellence and Operations leaders to develop and implement low code/no code automation opportunities, including Citizen Development, RPA, and AI Agents
• Oversee the selection, implementation and ongoing development of Process Intelligence tools and methods.
• Engage with Business Process Owners and leaders in Product Management and Digital Technology to integrate Process Intelligence tools with existing workflow systems through automated data feeds and ETL routines.
• Identify and prioritize opportunities for process simplification and automation/ AI based on insights from Process Mining and Task Mining.
• Engage with Business Process Owners and Product Managers to develop end-to-end Process Mining dashboards for automated performance monitoring & control, validation of change impacts, and continuous improvement.
• Leverage Process Mining and Task Mining to analyse processing variation and define requirements and test cases for automation/ AI solutioning.
• In collaboration with Business Process Owners, Product Managers and Project Managers, develop an integrated solution for Global People Process Documentation and Knowledge Management (i.e., using iBPMS and other KM/ EA technologies).
• Leverage Process Mining and Task Mining to streamline development and maintenance of process models, KOPs, automation/ AI solutions, and capacity models.
• Monitor new developments in the field of Process Intelligence and AI in order to adopt best practices and continuously improve internal capabilities.

Program Leadership & Strategy:

Stakeholder Engagement & Communication:

• Engage with key stakeholders to understand business needs and ensure alignment of Process Intelligence capabilities with organizational goals.
• Communicate program progress, insights, and results to senior leadership and other stakeholders.
• Advocate for Process Intelligence initiatives and promote a culture of data-driven management across Global People Services.
• 15+ years of overall exp with 10+ years of experience in process analytics, process automation and Operational Excellence/ Continuous Improvement
• Certified Six Sigma Black Belt with extensive experience leading process optimization, preferably in high-tech operations
• Strong proficiency in data analytics, with hands-on experience using Excel (Power Query, PivotTables), Power BI, Tableau, and other visualization tools to uncover performance trends and monitor key metrics
• Expertise in applying Process Mining, Task Mining, and iBPMS technologies
• Experience in deploying business process automation technologies such as Power Automate, Robotic Process Automation (RPA), and AI-driven tools to enhance process efficiency without waiting for core platform updates
• Strong understanding of how the ServiceNow Platform including AI and automation can be leveraged within Human Resources Service Delivery (HRSD) workflows and processes to drive self-service and adoption
• Excellent leadership, communication, and interpersonal skills with the ability to influence and inspire teams at all levels of the organization
• Degree in Engineering, Data Science, or a related field, or equivalent qualifications and experience
• Nice to have: Working knowledge of coding for automation and cloud data services/ ETL (e.g., Phyton, R, SQL)

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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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.