Senior Process Engineer - Cloud Infrastructure

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Work Location: Kirkland, WA, San Diego, CA or Santa Clara, CA

As a Senior Process Engineer, you will report to the Senior Manager of Process Engineering. You will drive Operational Excellence initiatives, process improvement, and operationalization projects across Global Cloud Operations. This role requires a blend of technical acumen, process design expertise, and cross-functional leadership to deliver measurable impact on productivity, compliance, and customer experience.

You will work independently and collaboratively, influencing without authority, and ensuring alignment with organizational OKRs and strategic priorities. Success in this role means being able to translate strategy into actionable workflows, remove operational waste, and enable scalable processes in a fast-paced cloud environment.

• Lead Process Optimization:
  Design and implement end-to-end processes that improve efficiency and reduce operational risk across engineering and operations.
• Drive OKR Alignment:
  Translate organizational objectives into measurable outcomes; track and report progress using dashboards and KPIs.
• Operationalize Change:
  Support service transitions, release management, and compliance initiatives with structured frameworks and governance.
• Enable Data-Driven Decisions:
  Use analytics to identify bottlenecks, quantify waste, and propose improvements that deliver tangible business value.
• Champion Cross-Functional Engagement:
  Facilitate workshops, manage intake processes, and coordinate dependencies across multiple teams.
• Governance & Reporting:
  Maintain data hygiene, enforce process standards, and ensure audit readiness for regulated environments.
• Advance Intelligent Automation:
  Identify opportunities for AI-driven workflows and implement no-code/low-code solutions to streamline operations and enhance scalability.

• Knowledge of Cloud Infrastructure, Data Center Operations, and process mapping tools like Miro, Lucid charts etc.
• Understanding of AI workflow automation, ITIL, Service Now, and operational governance.
• Experience with no-code/low-code platforms and ability to design and deploy automation solutions.
• Ability to identify and implement AI-driven enhancements across business processes.
• Proficient in using data analytics for decisions and KPI tracking.

• Proficiency in lean methodology and continuous improvement frameworks.
• Ability to apply statistical analysis and process optimization techniques.
• Experience designing scalable processes in complex or regulated environments.
• Change management and service transition knowledge.
• Certification preferred (Green Belt or Black Belt).

• Ability to lead cross-functional workshops and build stakeholder consensus.
• Effective communicator with both technical and non-technical audiences.
• Ability to manage organizational change and ensure adoption of new processes.

• Experienced with OKRs and aligning tasks with business goals.
• Skilled in prioritizing initiatives considering impact, risk, and resources.
• Strong problem-solving mindset with a focus on reducing operational inefficiencies.

• 5+ years of experience with a Bachelor's Degree, as a Process Engineer in Cloud or Data Center environments OR 3+ years with a Master's Degree.
• Proven experience in program/project management and process improvement with AI Solutions.
• Certifications in ITIL, Lean Six Sigma, Kaizen Leader or Project Management preferred.

GCS-23

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