Jobs → Customer Support → ServiceNow Process Optimization Specialist

About the Role We are seeking a ServiceNow Process Optimization Specialist to join our team. This role focuses on improving business processes using Lean Six Sigma methodologies and ServiceNow platform. Key Responsibilities • Document and analyze current-state processes to identify bottlenecks and inefficiencies • Perform root cause analysis and recommend data-driven improvements • Develop target-state workflows, process maps, and SOPs • Drive continuous improvement initiatives using Lean Six Sigma, automation, and AI • Monitor KPIs and measure process improvement outcomes • Collaborate with process owners, Product Managers, and Operations teams Requirements • Valid Lean Six Sigma Green Belt Certification • 3+ years of experience with Lean Six Sigma tools, including DMAIC, Value Stream Mapping, and Kaizen • Process analytics, process design, process automation, and continuous improvement • Process mining and root cause analysis • Process mapping, workflow analysis, and performance optimization • KPI tracking, SLA analysis, control charts, and process performance reporting • Experience identifying automation opportunities using ServiceNow and AI-powered tools • Strong stakeholder management, communication, and project coordination skills Good to Have • Lean Six Sigma Black Belt • ServiceNow HRSD experience • Global People / HR process improvement • Process Mining applications • Low-code/no-code automation and change management