Operational Excellence Specialist - Cloud Ops - Lean Six Sigma
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 roll up their sleeves 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
ServiceNow’s Global Cloud Services (GCS) team is the foundation of all ServiceNow products and aspires to deliver always available infrastructure services around the world. GCS owns all facets of the design-deploy-operate model across ServiceNow’s global infrastructure and this role will help define, coordinate, and deliver some of the most complex business and engineering problems at scale.
The Operational Excellence Specialist is responsible for creating, improving, and delivering the processes that support the Global Cloud Operations team. This individual contributor level 1 or 2 role will be driven by data analysis to identify process waste and improve business outcome value. You will be expected to provide direct hands on assistance for problem resolution and improvement opportunities; including coordinating schedules and ensuring schedules are met for a wide variety of internal activities. As an OpEx Manager you will work closely with the Instance Automation & System Administration teams to ensure alignment with future program goals and strategies and improve workflows and outcomes. This is a global position within the Service Operations organization and serves as the subject matter expert to provide superior support.
What you get to do in this role:
- Process Mapping, Value Chain Analysis, KPI management and reporting, Establish Business Value Outcomes, get hands on and guide ServiceNow teams to Operational Excellence.
- Perform Continuous Improvement exercises, identifying and removing waste within our internal processes, and executing operational improvement opportunities that will delight our customers.
- Aid Compliance teams engaged in Audit, Documentation, Training, Risk Assessment and other Compliance related deliverables.
- Manage issues arising from failed audits to ensure successful execution of related tasks.
- Support and/or participate in the Service Transition of new or updated services and infrastructure to increase productivity and enhance the end user experience.
- Build relationships with the partner teams to collaborate, design and develop innovative approaches, capabilities, and superior solutions for customer support ranging from simple to complex.
- Develop key performance indicators to measure success within technical domain.
Qualifications
In order to be successful in this role, we need someone with a Bachelor Degree who has an aptitude and interest in learning for following disciplines:
- Process Engineering
- Continuous Improvement
- Six Sigma
- Change Management
- Problem Management
- Operations Analysis
- ITIL V3
- Project Management
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.
If you are an individual with a disability and 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 +1 (408) 501-8550, or [email protected] 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.