People Operations Specialist (ServiceNow Automation)
OktaSecure Every Identity, from AI to Human
Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.
This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
Okta is seeking a highly skilled and experienced People Operations Specialist to drive continuous improvement and process optimization within our Shared Services organization. This role combines deep process excellence expertise with strong technical skills in ServiceNow, self-service portal design, and AI chatbot integration. You will lead initiatives to enhance service delivery, drive automation, and enable data-driven decision-making across Shared Services.
What you’ll be doing
ServiceNow Process Management & Analytics
- Design and develop self-service portal on ServiceNow, enabling intuitive access to services and information (include knowledge management)
- Lead the integration of AI-powered chatbots within the portal to facilitate intelligent case routing, knowledge retrieval, and user support.
- Design and build ServiceNow process workflows and analyze workflows to streamline operations, reduce handoffs, and improve service levels across HR
- Design and build SNOW dashboards, and performance analytics to track KPIs, SLAs, and service trends.
- Ensure ServiceNow internal process documentation is up to date and aligned with business needs.
Process Excellence & Continuous Improvement
- Analyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.
- Establish and promote standardized best practices, process governance, and cross-functional collaboration.
- Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.
Stakeholder Collaboration & Change Management
- Engage with business stakeholders to define requirements for digital self-service capabil
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