Chicago, IL

Systems and Business Process Manager, Workplace Services Transformation & Strategic Operations at ServiceNow (Chicago, IL)

| Chicago
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Team Description
Our Real Estate & Workplace Services team (WPS) is responsible for curating and sustaining our unique ServiceNow work environments around the world, helping to bring our Purpose to life in the physical sense. We are responsible for the full life cycle of our physical workplaces, from 'ideation to expiration', and we are a key influencer of the employee experience by way of our workspaces, services, and amenities.
Role Description
As the Systems and Business Process Manager, you will join the Workplace Services Transformation & Strategic Operations team in assessing, implementing, and maintaining our workplace technology systems while assisting with the development and delivery of our digital transformation roadmap. Together, we will increase efficiency within existing technologies, streamline our processes and weave innovation and actionable analytics throughout our initiatives. You will have the opportunity to provide business support and improve processes, tools and technologies while working cross-functionally with WPS stakeholders, IT, Product, and others, as well as collaborating with third party vendors.
You will be both execution focused , helping to ensure our day-to-day business runs the way it should, and strategy focused , helping to ensure we are contributing to the long-term health of ServiceNow; you will move between these elevations frequently.
This position reports to: Sr. Manager, Workplace Services Transformation & Strategic Operations
  • Provide the lead execution role for WPS relating to systems and process enhancements while supporting various business systems and process activities across the WPS department
  • Prepare business requirement documents and assist with development of functional requirements for various digital transformation initiatives
  • Draft and help groom stories and epics and create flow charts, mock-ups and business requirements documents
  • Manager user acceptance testing and triage defects
  • Work with Finance change management and enablement team to create demo videos, prepare enablement materials, hold enablement sessions, and assess feedback loop for current enhancements and new implementations
  • Assist with creation, maintenance, evolution and analysis of system dashboards and trend reports to help guide data-driven business decisions
  • Help develop, implement, and support systems, technology and ways of working including managing the portfolio of tools, applications, and systems used by the Workplace Services department
  • Liaise with cross-functional teams and WPS's business partners providing systems and process SME experience on behalf of the WPS team
  • Collaborate closely with IT, WPS, Product, and Engineering teams on Workplace-related projects, and liaise with the Product team to co-innovate on ServiceNow applications
  • Work closely with cross-functional teams to manage technical issues as they arise, including emerging incidents and escalations
  • Assist with assessments, integrations, enhancements, and maintenance with various systems
  • Assist with strategic planning of the WPS digital transformation roadmap
  • Lead and contribute to program management for specific programs, as and when they arise

  • Bachelor's degree and/or 5-7 years related experience in project/program management, strategic operations, change management, scrum master, product owner, or lean six-sigma preferred; PMP certification is preferred
  • Existing experience in real estate and workplace services recommended, but not required
  • Existing experience in digital transformation, familiar with waterfall and agile approach to software implementations
  • Experience working with databases and movement of information across a series of applications (manually and/or via APIs)
  • Exhibit strong analytical, conceptual thinking, strategic planning, and execution skills. Be a proven creative thinker with a problem-solving approach
  • Exhibit strong data analysis, documentation, and process optimization skills
  • Have an excellent track record of establishing relationships, influencing, and negotiating competing priorities among business partners
  • Have a proven ability to deliver concise and simple written and verbal communications to cross functional stakeholders and executives
  • Comfortable working in a fast-paced, dynamic environment across several different work streams and time zones
  • Comfortable presenting to senior leadership and in front of large groups

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.
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 [email protected] 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.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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