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Senior Business Process Architect

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Company Description

ServiceNow believes in the power of technology to reduce the complexity in our jobs. At ServiceNow, we make work, work better for people with modern digital workflows that create great experiences and unlock productivity.

Built on the Now Platform, our product portfolio delivers the IT, employee, and customer workflows that matter—with enterprise solutions to help drive every part of a company’s digital transformation. Companies can simplify how work gets done, deliver intuitive experiences, and build digital workflow apps with a single cloud platform.

Job Description

Team

To continue our rapid growth and scale, the Operational Excellence organization within Customer Success Group (CSG) leads the development and adoption of core operational capabilities such as business architecture and process, program and portfolio management. This critical capability will enable us to grow and scale our business in a healthy, sustainable manner across CSG; comprising Sales, Channel, Customer Success, Training, Certification and Accreditation.

Position Overview

The Senior Business Process Architect will lead business process improvement/transformation for Sales and Channel within CSG initiatives across the enterprise to optimize experience, streamline processes while improving overall effectiveness and efficiencies. He/she understands best practices for GTM business architecture, performance improvement and process design, is able to demonstrate ability to evaluate and assess gaps and opportunities and develop scalable outcomes. The Sr. Business Process Architect will define, standardize and evolve As-Is and To-Be business capabilities, conduct analysis to recommend prioritization of capabilities and underlying processes and metrics to scale across Sales/Channel and Marketing disciplines. In addition to rolling up her/his sleeves to transform business processes, the Business Process Architect will aid in determining and prioritizing the capabilities, their underlying processes and metrics that CSG must develop in order to achieve our priorities and desired outcomes. He/she will need to work cross-functional and organizationally, partnering with business stakeholders, IT, etc. Finally, he/she will coach and mentor process managers and analysts across CSG.

Position Profile

 As a Senior Business Process Architect in CSG, you will be regarded as the subject matter expert in GTM business architecture, process design and enablement within Sales and Channel domains. Together with the head of CSG Operational Excellence and business stakeholders, you will facilitate or drive assessment, improvement and/or transformation of capabilities, business processes that are scalable and effective. You are strategic in your thinking, possess previous, relevant experience defining, running and transforming GTM business capabilities and processes. You are creative, flexible and an experienced practitioner; with a growth mindset and superior collaboration skills. In addition to driving process rigor, you are able to paint/see the big picture while also rolling up your sleeves to “get into the details” as needed. Understanding of the core value chain of the SaaS business model will enable you to surface interdependencies and aid in prioritization of process scope definition and improvement across the GTM landscape. 

Responsibilities

  • Define and integrate GTM business architecture, capabilities, associated processes and metrics across CSG Sales and Channel functions
  • Refine and execute the 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, Portfolio 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


Qualifications


  • Minimum 10+ years of professional experience in business architecture and process management, specifically in Sales, Channel and Marketing
  • 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 SaaS Sales, Channel, 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
  • Ability to connect the dots across a diverse portfolio of programs
  • Bachelor’s degree
  • Six Sigma expertise is highly desirable
  • Experience training employees on business process standardization practices is preferred

JV20

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.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

101 2nd St #1400, San Francisco, CA 94105

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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