Process Owner I

The Process Owner is responsible for the governance of process performance and process change across service management standards within the University. Process Owners align processes with the mission, vision, tactics, goals, objectives, KPIs (Key Performance Indicators). Process Owners monitor and report process performance against KPIs, equipping leadership with measurement tools and helping to perform audits. Process owners strive to create a holistic environment across all service management processes. Their goal is to continuously increase the maturity of the processes that are most important to the University focusing on customer satisfaction, service visibility, and effort tracking. Process Owners ensure consistency of service management standards across our service management products.

This Process Owner covers the Information Services Demand, Project, Program, and Portfolio Management processes, ensuring configuration, optimization, and maintaining process documentation and workflows within ServiceNow.

Essential Functions And Responsibilities

• Discover and document new and existing service management processes designed to meet industry standards (compliance and governance).
• Assess processes to reduce rework, improve quality, and/or improve efficiency to deliver desired services or outputs.
• Review designed enhancements to the processes and communicate with stakeholders affected by any changes.
• Provide training, mentoring, and support for promoting growth and to foster a culture of process excellence,
• Interfaces with management to ensure adequate resourcing of the process.
• Gain support from process champions to contribute, implement, and promote process improvements.
• Establish and maintain effective communication channels with stakeholders at all levels, ensuring transparency and understanding of goals and progress.
• Communicates, publicizes, and promotes the process.
• Ensures that the processes are adequately defined and documented.
• Advise in the formulation of metrics by defining and identifying key measures and performance metric targets.
• Evaluate existing processes using a data-driven approach for continual improvement.
• Monitor and analyze process performance metrics for continual improvement and optimization.
• Determine process adherence and/or adoption by performing maturity assessments and audits.
• Understand all service management products and how those products fit within the service management needs of customer groups.
• Help drive the planning, implementation, and ongoing administration of service management processes across the products effecting improvements to enhance system reliability and user satisfaction.
  
  

Qualifications, Credentials, And Competencies

Level I

• A bachelor's degree in Information Systems or another field OR a minimum of 2 years management/process management experience are required.
• Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• Excellent computer and organizational skills.
• Experience with the usage and support of software platforms related to task management such as ServiceNow, Workfront, Jira, Asana, Monday, Salesforce, etc.
  
  

Level II

• A bachelor's degree in Information Systems or another field AND a minimum of 2 years management/process management experience are required.
• testing and maintaining core enterprise systems to ensure they are meeting operational needs and optimizing business processes.
• Industry
• Effective communication both verbally and in writing.
• Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• Excellent computer and organizational skills.
• Strong knowledge of IT Service Management principles and best practices, with hands-on experience in designing and implementing ITIL-based processes.
• Continuous learning mindset.
• Strong stakeholder management skills.
  
  

Level III

• A bachelor's degree in Information Systems or another field and a minimum of 5 years management/process management experience are required.
• testing and maintaining core enterprise systems to ensure they are meeting operational needs and optimizing business processes.
• Industry
• Effective communication both verbally and in writing.
• Ability to intuitively reason, analyze information and events, and apply judgment in order to solve problems of both a routine and complex nature.
• Excellent computer and organizational skills.
• Expert level of knowledge of IT Service Management principles and best practices, with hands-on experience in designing and implementing ITIL-based processes.
• Continuous learning mindset.
• Expert-level development of task management software platforms.
• Strong stakeholder and team management skills.
  
  

Target Hire Date

2026-01-26

Time Type

Full time

Location

Hybrid

The University is an Equal Opportunity Employer. We believe it is our moral and legal obligation to meet the responsibility of ensuring that all management practices regarding employees are conducted in a nondiscriminatory manner. In compliance with Title VII of the 1964 Civil Rights Act, and other applicable federal and state statutes, all recruiting, hiring, training, and promoting for all job classifications will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including state of employment protected classes. It is, therefore, our policy and intention to evaluate all employees and prospective employees strictly according to the requirements of the job. All personnel related activities such as compensation, benefits, transfers, job classification, assignments, working conditions, educational assistance, terminations, layoffs, and return from layoffs, and all other terms, conditions and privileges of employment will be administered without regard to race, color, ancestry, age, sex, national origin, pregnancy or childbirth, disability, military veteran status or other applicable status protected by law, including all applicable state of employment protected classes. The University is a Christian religious-affiliated organization; and as such, is not subject to religious discrimination requirements. The University’s hiring practices and EEO discrimination practices are in full compliance with both federal and state law. Federal law creates an exception to the “religion” component of the employment discrimination laws for religious organizations (including educational institutions), and permits them to give employment practice preference to members of their own religious beliefs.