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Business Process Architect, Support Communications

| San Diego, CA +80 more | Remote | Hybrid
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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

 

Our team: Growth-oriented, global, and focused on our customers

The ServiceNow Customer Support Communications team is on a rocket ship of growth, and with that growth comes the need to ensure that our organization, processes, and tools are positioned for success. ServiceNow’s end customers rely on communications sent by our team for important updates about their environments, including patching, upgrade, and maintenance notifications.

The Support Communications Business Architect will be instrumental to the growth and a valuable, visible member of the team. You will initiate change, lead communication process initiatives, and drive improvements to our tools to serve our global Customer Support Communications Group. The Support Communications Group is our internal customer, comprised of teams in the Americas, India, EMEA, and APJ that design customer support messaging and own the intake request process. You will partner with that group to continually innovate our messaging to customers, improve our internal processes, and measure the effectiveness of these large-scale initiatives.

The Support Communications team as a whole supports ServiceNow’s vision of ensuring our external customers have a delightful experience when interacting with all groups and websites at ServiceNow. We are laser focused on that end customer experience, while having a little fun along the way. Come join us!

Four key objectives for this role:

  • Develop a process architecture strategy and methodology for Support Communications
  • Define communication business process standards (format, tools, roles)
  • Partner with global communications leaders, program managers and stakeholders to align Support Communication activities
  • Drive continuous improvement, coaching and training of yourself and the team to remain relevant in the process modeling and business architecture discipline

Your responsibilities: Leveraging your experience to continually innovate our processes

  • Understand ServiceNow’s Platform and Customer Communication processes. After you gain expertise in these areas, you will partner with global teams across the Customer Support organization to optimize those processes and be given the authority to drive improvements for both internal tooling and messaging to our customers.
  • Leverage your business architect expertise and communication skills to design an effective, long-term communications strategy for the messages we send to our customers. Work with all levels of our organization to gain enthusiasm and support for your strategy, implementing the tactical pieces across global teams.
  • Understand the Support Communication tools required to manage customer communications and define the roadmap of tool improvements. This will include leading requirements sessions, documenting use cases, and defining requirements for the development team.
  • Work with key cross-functional stakeholders, Support Delivery management, and Support Account Managers to review feedback from our customers, using that feedback to present a business case for proposed changes to our maintenance communications. 
  • Use Analytics to drive business outcomes, and partner with our Analytics teams to expand our current set of metrics to continually evaluate the effectiveness of our maintenance communications and our internal intake request process.

 

 

Qualifications

 

 

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.

Your background: These skills will position you for success in this role

  • BS/BA degree in computer science, engineering or related discipline or at least 12+ years of technology experience, including technical support, engineering, or professional services – ideally at least 5 years focusing on business process architecture or business process management.
  • Ability to balance Business needs with IT capabilities, bridging gaps with professionalism, optimism, and exceptional communication skills
  • Experience and passion for Business Process Management with a proven understanding of architectural concepts (data, technical, and solution), issues, and trends
  • Direct experience developing and implementing workflow modeling across all levels (process, sub-processes, activities, tasks, methods, and procedures)
  • Experience with the ServiceNow platform or another cloud-based platform- nice to have
  • Strong presentation skills – ability to present an executive summary and strategic message, while also able to pivot to present a tactical project plan or detailed status
  • Ability to manage projects with tight timelines and work under pressure

 

JV20

 

 

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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Candidate Location Eligibility:
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

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.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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