Quality Improvement Lead
Included HealthSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Enterprise Software, Cloud Computing, IT ServicesIndustries
Requirements
Candidates should have over 8 years of experience in Business Process Improvement, business analysis, or operations optimization within a technology-focused environment. Proficiency in BPMN 2.0 process modeling, strong analytical thinking, facilitation, and communication skills are essential. Hands-on experience with Lean and Six Sigma methodologies, working knowledge of Agile practices and software delivery lifecycle, and experience using process modeling tools like Visio or Lucidchart are required. A Bachelor's degree in management information systems, Industrial Engineering, or a related field is preferred, though equivalent professional experience will be considered. Preferred qualifications include certifications such as CBPP or Lean Six Sigma Green/Black Belt, and experience with process mining or AI-enabled workflow platforms.
Responsibilities
The Business Process Manager will lead transformational initiatives to improve operational efficiency, service quality, and customer experience by analyzing, redesigning, and improving key processes. This includes leading discovery workshops, mapping current and future-state processes using industry-standard techniques, and driving end-to-end process transformation. The role involves translating business needs into process and system requirements, identifying inefficiencies using data and best practices, and defining/tracking process performance metrics. Responsibilities also include conducting root cause analysis, establishing process documentation frameworks, leading change management and training efforts, and identifying/implementing automation opportunities. Regular reviews to monitor process maturity and compliance are also part of the role.
Skills
Business Process Management
Process Mapping
BPMN 2.0
Value Stream Mapping
Process Improvement
Operational Efficiency
Service Quality
Customer Experience
Data Analysis
KPI Definition
Business Requirements
ServiceNow
Cloud-based platform for digital workflows
About ServiceNow
ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.
Santa Clara, CaliforniaHeadquarters
2004Year Founded
$81.5MTotal Funding
IPOCompany Stage
Consulting, Consumer Software, Enterprise SoftwareIndustries
10,001+Employees
Benefits
Generous family leave
Flexible PTO
Matched Donations
Retirement benefits
Annual learning stipends
Paid volunteer time
Risks
Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.
Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.
The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.
Differentiation
ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.
The company focuses on large enterprises, providing tailored solutions for diverse industries.
ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.
Upsides
ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.
The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.
ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.
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