Process Improvement Lead

Job Summary

Leading process assessment and continuous improvement initiatives, the temporary Process Improvement Lead will work hybrid in Chicago, focusing on optimizing ServiceNow workflows and enhancing service management processes through collaboration with stakeholders.

Key responsibilities

• Drive standardization and optimization of Incident, Problem, Change, and Request processes
• Facilitate workshops to define future-state processes and develop KPIs and metrics for operational performance
• Collaborate with ServiceNow teams to translate business requirements into scalable solutions and lead change adoption efforts

Required qualifications

• 8-12+ years of experience in Process Improvement, ITSM, or Operational Excellence roles
• 5+ years of hands-on ServiceNow process transformation experience
• Strong knowledge of ITIL frameworks and service management best practices
• Experience leading enterprise-wide process redesign and workflow automation initiatives
• Bachelor's degree or equivalent professional experience