ServiceNow Business Process Engineer - NHL

ABOUT THE NATIONAL HOCKEY LEAGUE

Founded in 1917, the National Hockey League (NHL®) is the premier professional ice hockey league in the world and is one of the major professional sports leagues in the United States and Canada. With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey.

At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone.

The Service Now Business Process Engineer analyzes, redesigns, and optimizes business workflows using the Service Now platform, acting as a bridge between business needs and technical solutions by leading workshops, gathering requirements, and ensuring process improvements align with business goals, focusing on configuration and best practices rather than deep coding.

• Facilitate workshops, gather requirements from business sponsors and SMEs, and translate needs into functional specifications using ITIL standards
• Advise clients on leveraging Service Now features, especially AI/Now Assist for process improvement
• Develop and maintain backlog of ideas/asks by service area

• Design and configure Service Now workflows, forms, and integrations to support ITSM processes
• Collaborate with developers to implement automation and customizations
• Support development team by providing level 2 support for minor incidents

Support training, communication, and adoption strategies to drive successful implementation.

• Work with technical teams (developers, architects) and business units to align solutions with requirements
• Build strong client relationships and guide them to achieve business outcomes and realize platform value

Ensure processes adhere to ITIL best practices and organizational compliance standards.

Monitor KPIs and metrics to assess process performance and recommend enhancements.

Knowledge Areas/

Experience:

Required

• Business process consulting, Business Analysis, 3+ years with Service Now
• Experience with ITIL framework and process modeling (BPMN)
• Strong knowledge of Service Now ITSM modules and workflow configuration
• Skilled with Microsoft PowerPoint, Excel, and Word
• Proficient with Visio or other workflow/process mapping tools

Preferred

• Service Now Certified System Administrator or ITSM Implementation Specialist
• Lean Six Sigma or similar process improvement certification

Bachelor’s degree in computer science, Information Systems, or related field from 4-year university.

Capable of working with minimal supervision; proficient and able to handle multiple projects, managing deadlines and deliverables.

• Able to work under pressure and tight deadlines while still ensuring a high-quality work product.
• Highly organized with strong follow-through and keen attention to detail.
• Strong analytical skills with demonstrated ability to think critically and develop creative solutions to complex business issues.
• Understanding of the importance of strategic thinking beyond a specific project.
• Excellent written and verbal communication skills, with the ability to effectively communicate with all levels of stakeholders across the organization and across technical and non-technical disciplines.
• Ability and willingness to take initiative and work collaboratively with internal and external parties.
• Customer service-oriented mindset.

These core competencies reflect the underlying values that are necessary to represent the National Hockey League:

• Accountability
• Adaptability
• Communication
• Critical Thinking
• Inclusion
• Professionalism
• Teamwork & Collaboration

The NHL offers U.S. regular, full-time employees:

Utilize our generous Paid Time Off (PTO) to focus on your well‑being and ensure a healthy work/life balance. PTO includes paid holidays, vacation, personal and sick days, plus an extra…