Business Process Manager

Role Overview

• Own and evolve Change, Incident, and Problem Management processes to align with ServiceNow best practices and industry standards.
• Collaborate with Product Owners, Engineering, and Business stakeholders to design scalable, efficient processes.
• Define and enforce governance standards to ensure compliance with regulatory and security requirements.
• Drive continuous improvement through automation, simplification, and innovation.
• Act as a trusted advisor to leadership and cross-functional teams, providing insights and recommendations.
• Develop KPIs and dashboards to measure process effectiveness and inform decisions.
• Support adoption of new processes through training, documentation, and communication strategies.

Requirements

• Bachelor's degree or equivalent work experience
• ITIL Service Management Foundation certification
• At least 1 year experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.
• At least 6 years experience within a total Information Technology (IT) environment.
• At least 1 year experience with tools and techniques for planning, organizing, monitoring and controlling IT projects
• Experience with Agile methodologies and working in iterative delivery environments.
• Familiarity with DevOps practices and integration with ITSM processes.
• Background in enterprise-scale implementations and global process standardization.
• Knowledge of automation and AI-driven workflows within ServiceNow.
• Advanced ServiceNow certifications (e.g., Certified Implementation Specialist).
• 7+ years of experience in IT Service Management with a strong focus on Change, Incident, and Problem Management.
• Hands-on experience with ServiceNow ITSM modules and platform capabilities.
• Proven ability to design, implement, and optimize ITSM processes in complex, global environments.
• ITIL v4 certification preferred.
• Strategic thinker with the ability to manage details effectively.
• Adaptable and thrive in a fast-paced, dynamic environment.
• Influencing skills to drive alignment across diverse stakeholders.
• Excellent written and verbal communication skills.
• Collaborative mindset with a focus on building trust and transparency.
• Creative problem solver with a practical approach to challenges.
• Resilient and confident in navigating ambiguity.
• Strong Analytical skills to interpret data and recommend improvements.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law