Senior Process Engineer - Federal

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Please Note:  This position will include supporting our US Federal customers.

“This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening.  Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

The Senior Process Engineer reports to the Senior Manager of Process Engineering.  In this role, you will be involved in Team Excellence initiatives, Operational Process Improvement, and Operationalization projects with cloud technologies.  You will work independently and/or with other members of the OpX team to indirectly lead cross-functional teams on a variety of activities and projects.  The ideal candidate has a high work ethic, is experienced with cross-functional projects, has a technology background, has a track record of working on a team as an individual contributor, and is eager to get hands-on to improve productivity and results.

This position requires leadership, communication, and influence skills.  You must be able to both envision the strategic objective and dive into the task-level activities.  You should possess an understanding of program management, process design and improvement, implementation, change management, service transition, and release management in a fast-paced rapidly growing technology company are required for you to be successful in this role.

As a Senior Process Engineer, you will be responsible for a variety of Operational  Improvement activities.  Process Improvement between Engineering and Operations, creating, improving, and delivering the processes that support the Global Cloud Operations team, as well as identifying productivity gaps.   In this role you will use data and analysis to identify process/productivity waste and improve business outcome value.  You will be expected to provide direct hands-on work and assistance for the activities listed above; including coordinating schedules and ensuring schedules are met for a wide variety of internal activities. As a Process Engineer you will work closely with your OpX team members and cross functional 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 Operational support in a cloud technology company.

This role will primarily work to coordinate projects, perform intake, track dependencies, produce reporting around process improvement efforts, be a focal point for tracking work from inception through planning, delivery, and post production activities, maintain record accuracy and hygiene, design and implement data governance.

What you get to do in this role:

• Support and/or participate in improving how we support new or updated services and infrastructure to increase productivity and enhance the end-user experience and our internal systems.
• Process improvement efforts include identifying and removing waste within our internal processes and executing operational improvement opportunities that will delight our internal and external customers.
• Aid Security and Compliance teams engaged in Audit, Documentation, Training, Risk Assessment and other Security and Compliance related deliverables.
• Build relationships within our own team, and with our partner teams to collaborate, design and develop innovative approaches, capabilities, and superior solutions for Operational support ranging from simple to complex in a fast-paced rapidly growing technical environment.
• Develop key performance indicators to measure success within technical domain.

In order to be successful in this role, we need someone who has appropriate experience in the following disciplines at a technology company:

• Project Coordination/Project Management Skills.
• Technical Operations Support.
• Operations Analysis.
• ITIL V3.
• Process Improvement.
• Six Sigma/Lean.
• Organizational Change Management.
• Problem Management.

To be successful in this role you have:

• 3+ years experience as a Process Engineer in Data Centers or Cloud Infrastructure environments
• Proven Experience with Project and Program management
• Proven Experience with Process Improvement, and it's tools and techniques
• Bachelors Degree

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $121,500 - $206,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

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