Senior Business Process Optimization Manager, Marketing

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Team

The Marketing Operational Excellence Program Management Office enables Marketing to successfully execute on cross-functional, high value strategic priorities by: increasing time to value for key programs through program and change management, defining the architecture and frameworks needed to manage the marketing portfolio, and developing operational excellence capabilities in the Marketing organization.

Position Summary

The Business Process Optimization Lead drives business process improvement/transformation for Marketing across the enterprise to optimize experience, streamline processes while improving overall effectiveness and efficiencies. He/she understands best practices for business performance improvement and process design, is able to demonstrate ability to evaluate and assess gaps and opportunities and develop scalable outcomes.

The Business Process Optimization Lead will document As-Is and To-Be business processes, conduct analysis to recommend optimization opportunities and metrics to scale. In addition to rolling up her/his sleeves to transform business processes, the Business Process Lead will aid in determining and prioritizing technical requirements to deliver processes and metrics that Marketing must develop in order to achieve our priorities and desired outcomes. He/she will need to work cross-functionally and organizationally, partnering with business stakeholders, IT, etc.

Finally, the Business Process Optimization Lead will educate, coach and mentor newly maturing project and program managers across Marketing. He/she will provide process improvement coaching to ensure a disciplined, data-driven approach to problem solving that will deliver on customer and business requirements and be a key contributor to the development of behaviors and practices that foster a culture of accountability and excellence in delivery.

What You Get To Do In This Role:

Analyze Data

Design/Redesign Business Processes

Drive BPM Adoption

Measure, Evaluate and Report

Enhance Functional BPM Capability

Manage BPM Projects

Deploy Best Practices

Critical Success Behaviors

• Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.
• Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Organizational Change Management – Knowledge of and ability to align the organization’s people and culture with changes in business strategy, organizational structure, technology and business processes.
• Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
• Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Qualifications

To be successful in this role you have:

• 12+ years’ experience and expertise supporting and leading in the areas of Business Process Management, Business Process Improvement, Operational Excellence, Continuous Improvement
• 5+ years of experience in enterprise software or similar industry, specifically supporting a commercial function. A broad understanding of the business is highly desirable.
• Direct experience structuring and leading process improvement, designing and defining processes and workflow modeling across all levels (processes, sub-processes, activities, tasks, methods and procedures)
• Experience in multiple cross-functional business process areas.
• Demonstrated project management skills and ability to manage multiple tasks in a dynamic environment.
• Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations
• Excellent problem-solving, conflict resolution, active listening, and time management skills.
• Commitment to producing high-quality, cutting edge deliverables
• Demonstrated experience in the use process improvement methodologies, such as Lean or Six Sigma, and related approaches, such as Kaizens and Root Cause Analysis
• Certified Six Sigma Black Belt, Business Process Professional (CBPP®) or Certified Business Process Leader (CBPL™) Qualification is highly desirable
• Bachelor’s degree in Business, Technology or Engineering preferred.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.