Jobs → Customer Support → ServiceNow Process Optimization Specialist

About the Role We are seeking a Process Optimization Specialist to drive operational excellence by analyzing business processes, identifying inefficiencies, and implementing improvements using Lean Six Sigma, process analytics, automation, and AI. Key Responsibilities • Analyze business processes to identify inefficiencies • Implement improvements using Lean Six Sigma methodologies • Utilize process analytics, automation, and AI for optimization • Develop process flows, SOPs, and target-state process designs • Define KPIs, SLAs, control points, and process performance metrics • Identify workflow automation opportunities using ServiceNow platform tools • Communicate with stakeholders and manage change effectively Requirements • 3+ years of experience in Process Optimization / Continuous Improvement • Lean Six Sigma Green Belt certification – mandatory • Strong knowledge of Six Sigma tools, DMAIC, Value Stream Mapping, and Kaizen • Experience in process analytics, process design, process automation, and continuous improvement • Hands-on experience with process mapping, process modeling, and root cause analysis • Knowledge of Process Mining and data-driven process optimization • Ability to develop process flows, SOPs, and target-state process designs • Understanding of AI-enabled process improvement and low-code/no-code automation • Strong stakeholder communication, project management, and change management skills