People Operations Specialist

Get to know Okta Okta is The World s Identity Company We free everyone to safely use any technology anywhere on any device or app Our flexible and neutral products Okta Platform and Auth0 Platform provide secure access authentication and automation placing identity at the core of business security and growth At Okta we celebrate a variety of perspectives and experiences We are not looking for someone who checks every single box - we re looking for lifelong learners and people who can make us better with their unique experiences Join our team We re building a world where Identity belongs to you 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 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 What you ll bring to the role Education Bachelor s degree in Business Engineering Information Systems or related field Master s preferred Experience 8 years of experience in Shared Services Process Improvement or Business Operations with at least 2 years in a leadership or senior specialist role or 6 years with a Master s degree Technical Skills Deep hands-on experience with ServiceNow e g HRSD ITSM including portal design and workflow configuration Demonstrated experience in designing AI-powered self-service portals and integrating chatbots e g ServiceNow Virtual Agent or third-party tools Familiarity with natural language processing NLP concepts and chatbot training methodologies Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics Soft Skills Strong analytical and problem-solving skills excellent communication and stakeholder management abilities and a high degree of organizational acumen Key Competencies Strategic and Operational Thinking Process Optimization Automation Change Leadership Data-Driven Decision Making Cross-Functional Collaboration LI-Hybrid What you can look forward to as a Full-Time Okta employee Amazing Making Developing Okta cultivates a dynamic work environment providing the best tools technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves regardless of where they live Find your place at Okta Some roles may require travel to one of our office locations for in-person onboarding Okta is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin ancestry marital status age physical or mental disability or status as a protected veteran We also consider for employment qualified applicants with arrest and convictions records consistent with applicable laws If reasonable accommodation is needed to complete any part 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Compliance Programs OFCCP website at How do you know if you have a disability A disability is a condition that substantially limits one or more of your major life activities If you have or have ever had such a condition you are a person with a disability Disabilities include but are not limited to Alcohol or other substance use disorder not currently using drugs illegally Autoimmune disorder for example lupus fibromyalgia rheumatoid arthritis HIV AIDS Blind or low vision Cancer past or present Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement for example disfigurement caused by burns wounds accidents or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders for example Crohn s Disease irritable bowel syndrome Intellectual or developmental disability Mental health conditions for example depression bipolar disorder anxiety disorder schizophrenia PTSD Missing limbs or partially missing limbs Mobility impairment benefiting from the use of a wheelchair scooter walker leg brace s and or other supports Nervous system condition for example migraine headaches Parkinson s disease multiple sclerosis MS Neurodivergence for example attention-deficit hyperactivity disorder ADHD autism spectrum disorder dyslexia dyspraxia other learning disabilities Partial or complete paralysis any cause Pulmonary or respiratory conditions for example tuberculosis asthma emphysema Short stature dwarfism Traumatic brain injury PUBLIC BURDEN STATEMENT According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number This survey should take about 5 minutes to complete The foundation for secure connections between people and technology Okta is the leading independent provider of identity for the enterprise The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time With over 7 000 pre-built integrations to applications and infrastructure providers Okta customers can easily and securely use the best technologies for their business More than 19 300 organizations including JetBlue Nordstrom Slack T-Mobile Takeda Teach for America and Twilio trust Okta to help protect the identities of their workforces and customers