# People Operations Specialist (ServiceNow Automation)

**Company**: Okta
**Location**: Bengaluru, India
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/okta/jobs/7960224?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0d0eba17-390

## Description

Okta is seeking a highly skilled and experienced People Operations Specialist to drive continuous improvement and process optimisation within our Shared Services organisation. 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.

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 analyse 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 - Analyse existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality. - Establish and promote standardised 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 capabilities and enhanced customer experiences. - Drive adoption of new tools and processes through effective change management, training, and communication strategies. - Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.

Governance, Compliance & Knowledge Management - Ensure all process and service documentation is maintained and aligned with compliance requirements. - Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.

## Skills

### Required
- ServiceNow
- self-service portal design
- AI chatbot integration
- process excellence
- workflow analysis
- dashboard design
- performance analytics
- knowledge management
- compliance requirements

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/okta/jobs/7960224?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)