Senior Manager, Business Process Management

$143,300 - $250,700/Yr

ServiceNow - Santa Clara, CA

Full-time - Senior

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Manager, Business Process Management at ServiceNow will lead efforts in continuous improvement within the Global Customer Support organization. This role focuses on process standardization, automation, and Business Process Management (BPM), collaborating with internal and external stakeholders to optimize and enhance operational efficiency.

Responsibilities

• 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 closely 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 for enhanced business impact.
• Develop support resources, including training materials and reporting tools, based on optimized processes.
• Conduct post-implementation assessments to ensure goals are met and value is delivered effectively.

Requirements

• 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 at all levels.
• 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 and adapting to shifting priorities.
• Track record of delivering measurable improvements in efficiency, quality, and business value.

Nice-to-haves

• 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.

Benefits

• Base pay of $143,300 - $250,700, plus equity (when applicable) and variable/incentive compensation.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan and family leave programs.