Process Improvement Lead

Who You Are

• 8–12+ years of experience in Process Improvement, ITSM, Service Delivery, 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.
• Exceptional stakeholder management and executive communication skills.
• Demonstrated ability to drive cross-functional alignment and organizational change.
• Experience developing metrics, KPIs, and executive-level reporting.
• Bachelor's degree or equivalent professional experience.

Responsibilities

• Lead process assessment, redesign, and continuous improvement initiatives across ServiceNow workflows.
• Drive standardization and optimization of Incident, Problem, Change, Request, Knowledge, and related service management processes.
• Partner with business and technology stakeholders to identify inefficiencies, process gaps, and automation opportunities.
• Facilitate workshops to define future-state processes and operating models.
• Develop KPIs, process metrics, dashboards, and reporting to measure business outcomes and operational performance.
• Ensure alignment with ITIL best practices and enterprise governance standards.
• Collaborate with ServiceNow architects, developers, and platform teams to translate business requirements into scalable solutions.
• Lead change adoption efforts, stakeholder communications, and process documentation.
• Support ServiceNow platform maturity initiatives and continuous service improvement programs.

Qualifications

These responsibilities align with internal references highlighting ServiceNow process optimization, ITSM improvements, workflow automation, governance, and reporting.

Total Rewards

We proudly offer competitive compensation, and a comprehensive and well-rounded benefits package for full-time employees that have been designed to nourish your well-being. Benefits offered include health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives that celebrate your accomplishments. We also offer access to many voluntary benefits such as Flexible Spending Accounts, Critical Illness, Hospital Indemnity, Legal Services, as well as discounts on home, auto and pet insurance.

Benefits

Remote and Hybrid Work Time Off When You Need It
Benefits That Flex
Professional Development

About the Role

Join Centric Consulting – A Culture You’ll Love
At Centric Consulting, we've cultivated a unique approach to business. Our business is built on three fundamental principles: Enjoy the people you work with, have fun, and do great work. These principles define our consulting model and have crafted one of the most vibrant cultures in the consulting industry – celebrating individuals, collaboration, and lifelong friendships.