Business Process Director

Summary

Join ServiceNow as a Business Process Architect to define and integrate GTM business capabilities, processes, and metrics across CSG. Build a 2-3 year capability roadmap for CSG, collaborating with enterprise and IT architecture teams. Partner with business stakeholders to build, analyze, and transform operating processes. Develop and evaluate metrics to measure process improvement. Collaborate with Program Managers and Change Management leaders. Provide business architectural analysis and insights for portfolio prioritization. Drive continuous improvement through training. Contribute to enterprise-wide policies and capabilities roadmap. This role requires significant experience in business capabilities and process management, particularly within Sales, Channel, Customer Success, or Professional Services, along with expertise in AI integration and process improvement.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Minimum 10 years of professional experience in business capabilities and process management, specifically in Sales, Channel, Customer Success or Professional Services
• Direct experience leading and transforming end-to-end process improvement; designing processes and defining metrics across GTM functions
• Deep knowledge of and experience designing and building Sales, Channel, Professional Services and/or Customer Success operating processes across the enterprise
• Demonstrated expertise in defining and analyzing performance metrics leveraging process design best practices
• Minimum of seven years of experience in enterprise software/SaaS or related industry with a broad understanding of its business priorities and nuances
• Proven expertise in architectural concepts (data, architecture, and solution), issues and trends
• Superior communication and collaboration skills with the ability to communicate effectively at all levels of the organization; inclusive of written and verbal communications as well as visualizations

Responsibilities

• Define and integrate GTM business capabilities, associated processes and metrics across CSG
• Build a 2 to 3-year capability roadmap for CSG
• Work closely with enterprise and IT architecture teams to provide alignment with CSG architecture direction
• In partnership with business stakeholders, build, analyze and transform operating processes across CSG and the enterprise
• Develop and evaluate metrics to measure process improvement outcomes and their alignment with strategic program objectives
• Collaborate with Program Managers and Change Management leaders to align activities and conduct change impact analysis
• Provide business architectural analysis, insights and best practices to portfolio prioritization recommendations
• Drive growth mindset and continuous improvement by training yourself and business process managers/analysts within CSG
• Provide input to the enterprise-wide policies and capabilities roadmap and continuously iterate/maintain for CSG

Preferred Qualifications

• Six Sigma expertise is highly desirable
• Experience training employees on business process standardization practices is preferred

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs