Process Improvement Lead

Process Improvement Lead

Job Level: W2T Consultant

Job Location: Hybrid - onsite Tuesday - Thursday- West Loop

Travel Expectations: None 

Job Classification: Temporary (W2T)  

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.  

In this role, you will: 

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

   

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.

   

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       

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

While benefits eligibility may vary for roles that are non full-time, we provide unique opportunities for growth, skill development, and more.  Regardless of your role, you’ll be part of a collaborative environment where every team member contributes to our shared success.  

Who We Are: 

Founded in 1999 with a remote workforce, we combine the benefits of experience, flexibility, and cost efficiency to create tailored solutions centered on what’s best for businesses.  Now numbering more than 1,400 employees in the U.S. and India, we’re committed to solving clients’ toughest problems and delivering on our mission of providing unmatched experiences.   

Our purpose at Centric Consulting is to bring unmatched experiences to clients and employees. These aren't just words we use — it's how we became a company and who we are today. Providing an unmatched experience means we approach each other as human beings and lead with empathy and humility. It means we work diligently to ensure we are a place where everyone can create a sense of belonging and feel respected for who they are.  

What Makes Centric a Great Place to Work? 

We know that creating and sustaining an authentically welcoming culture requires that we all play a part in promoting diversity, equity, and inclusion, from our business practice to how we show up for employees and communities. This is how we bring our mission and core values to life, working together to provide the highest quality services to our clients while allowing our employees to reach their full potential.  We are proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws.  

Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the application or interview process.