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

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What you can look forward to as a Full-Time Okta employee

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community at Okta

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 today

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 of the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice

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