Business Process Manager

Summary

Join ServiceNow as a Business Process Manager to lead transformative initiatives, improving operational efficiency, service quality, and customer experience. You will optimize business operations by analyzing, redesigning, and improving key processes. Collaborate with cross-functional teams to build consensus and implement intelligent solutions. This role requires leading discovery workshops, driving process transformation, translating business needs into requirements, and defining process performance metrics. You will also conduct root cause analysis, maintain process documentation, and lead communication and training. Identify and prioritize automation opportunities and conduct regular process reviews.

Requirements

• Over 8 years of experience in Business Process Improvement, business analysis, or operations optimization in a technology-focused environment
• Proficient in BPMN 2.0 process modeling
• Strong analytical thinking, facilitation, and communication skills
• Hands-on experience with Lean and Six Sigma methodologies (e.g., SIPOC, value stream mapping)
• Working knowledge of Agile practices and software delivery lifecycle
• Experience using process modeling tools such as Visio, Lucidchart or similar
• Ability to manage multiple priorities and engage stakeholders at all levels

Responsibilities

• Lead discovery workshops and map current and future-state processes using industry-standard modeling techniques (e.g., BPMN 2.0, value stream mapping)
• Drive end-to-end process transformation initiatives from assessment through to benefits realization
• Translate business needs into clear process, operational, and system requirements
• Use data, benchmarks, and best practices to identify inefficiencies, bottlenecks, and high-impact improvement opportunities
• Define, track, and embed process performance metrics (KPIs) into business dashboards to monitor process health and outcomes
• Conduct structured root cause analysis aligned with Lean Six Sigma methodologies
• Establish and maintain process documentation frameworks that support governance, compliance, and continuous improvement
• Lead targeted communication, change management, and training to ensure adoption and long-term sustainability
• Identify and prioritize automation opportunities (e.g., RPA, AI-driven workflows) and collaborate with technical teams to implement scalable solutions
• Conduct regular reviews to monitor process maturity, compliance, and continuous improvement opportunities

Preferred Qualifications

• Certified Business Process Professional (CBPP) or equivalent certification
• Lean Six Sigma Green or Black Belt
• Experience with process mining or AI-enabled workflow platforms (e.g., Signavio, Celonis, ProcessMaker)
• Familiarity with decision modeling (DMN) and modern workflow automation platforms
• Experience with Agile delivery frameworks (e.g., Scrum, Kanban)
• Bachelor’s degree in management information systems (MIS), Industrial Engineering, or a related field preferred