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Senior Process Engineer - Cloud Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

Senior Process Engineer

The Sr. Process Engineer reports to the Senior Manager of Process Engineering.  In this role, you will be an experienced leader, responsible for 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 as well as oversee the activity of indirect team members 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.  A deep 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.

The Senior Process Engineer is 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.   This Individual Contributor Level 3 role 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 an Senior 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, 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.

Please Note:

“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.


To be successful in this role you have:

  • 4+ years prior experience working at a technology company
  • Proven Experience with Project and Program management
  • Proven Experience with Process Improvement, and it's tools and techniques
  • Bachelors Degree


For positions in the Bay Area, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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 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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