ABOUT THE NATIONAL HOCKEY LEAGUE
Founded in 1917, the National Hockey League (NHL®) is the premier professional ice hockey league in the world and is one of the major professional sports leagues in the United States and Canada.
With more than 1500 employees across the US and Canada, the NHL is a global sports and entertainment organization committed to building healthy and vibrant communities using the sport of hockey. At the NHL, we are looking for dynamic, energetic and impactful individuals who are committed to doing the same by sharing in our philosophy that Hockey is for Everyone.
WHAT WE EXPECT OF YOU
SUMMARY
The ServiceNow Business Process Engineer analyzes, redesigns, and optimizes business workflows using the ServiceNow platform, acting as a bridge between business needs and technical solutions by leading workshops, gathering requirements, and ensuring process improvements align with business goals, focusing on configuration and best practices rather than deep coding.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Process Design & Optimization
- Analyze current processes, identify inefficiencies, and design optimized workflows within ServiceNow
- Facilitate workshops, gather requirements from business sponsors and SMEs, and translate needs into functional specifications using ITIL standards
- Advise clients on leveraging ServiceNow features, especially AI/NowAssist for process improvement
- Develop and maintain backlog of ideas/asks by service area
ServiceNow Configuration
- Design and configure ServiceNow workflows, forms, and integrations to support ITSM processes
- Collaborate with developers to implement automation and customizations
- Support development team by providing level 2 support for minor incidents
Change Management
- Support training, communication, and adoption strategies to drive successful implementation
Stakeholder Collaboration
- Work with technical teams (developers, architects) and business units to align solutions with requirements
- Build strong client relationships and guide them to achieve business outcomes and realize platform value
Governance & Compliance
- Ensure processes adhere to ITIL best practices and organizational compliance standards
Continuous Improvement
- Monitor KPIs and metrics to assess process performance and recommend enhancements
QUALIFICATIONS
Knowledge Areas/Experience
Required
- 6+ years of professional post-graduate experience
- Business process consulting, Business Analysis, 3+ years with ServiceNow
- Experience with ITIL framework and process modeling (BPMN)
- Strong knowledge of ServiceNow ITSM modules and workflow configuration
- Skilled with Microsoft PowerPoint, Excel, and Word
- Proficient with Visio or other workflow/process mapping tools
Preferred
- ServiceNow Certified System Administrator or ITSM Implementation Specialist
- Lean Six Sigma or similar process improvement certification
Education/Certifications
- Bachelor’s degree in computer science, Information Systems, or related field from 4-year university
Required Skills
- Capable of working with minimal supervision; proficient and able to handle multiple projects, managing deadlines and deliverables
- Able to work under pressure and tight deadlines while still ensuring a high-quality work product
- Highly organized with strong follow-through and keen attention to detail
- Strong analytical skills with demonstrated ability to think critically and develop creative solutions to complex business issues
- Understanding of the importance of strategic thinking beyond a specific project
- Excellent written and verbal communication skills, with the ability to effectively communicate with all levels of stakeholders across the organization and across technical and non-technical disciplines
- Ability and willingness to take initiative and work collaboratively with internal and external parties
- Customer service-oriented mindset
CORE COMPETENCIES
These core competencies reflect the underlying values that are necessary to represent the National Hockey League:
- Accountability
- Adaptability
- Communication
- Critical Thinking
- Inclusion
- Professionalism
- Teamwork & Collaboration
The NHL offers U.S. regular, full-time employees:
Time to Recharge: Utilize our generous Paid Time Off (PTO) to focus on your well-being and ensure a healthy work/life balance. PTO includes paid holidays, vacation, personal and sick days, plus an extra day off for your birthday.
Ability to Focus on your Health: Along with competitive salaries, the NHL offers comprehensive health benefits to employees and their eligible dependents effective on their first day with us – there is no waiting period. The NHL subsidizes a large portion of the health benefits costs, therefore your cost for medical, dental and vision coverage is minimal.
We also offer our employees and members of their household access to our Employee Assistance Program (EAP) to support mental, physical, and financial health. In addition, employees have access to a digital wellness resource designed to improve health and happiness through courses in sleep, movement, and focus. These services are confidential and at no-cost to our employees.
Childcare Leave: Because your family is the NHL family, employees are offered comprehensive Childcare Leave to welcome your new addition. The primary caregiver to the child is entitled to up to 12 weeks of paid Childcare Leave, at full pay, following the birth, adoption, or placement of a child.
Employees that are not the primary caregiver to the child are entitled to up to 6 weeks of paid Childcare Leave, at full pay, which must be taken within the first 6 months following the birth, adoption, or placement of a child.
Confidence in your Retirement Goals: Participate in the NHL’s Savings Plan which includes a 401K (pre-tax and Roth options) plus non-elective (employer) contributions to keep your retirement goals on track.
A Hybrid Work Schedule: The NHL recognizes the value of flexibility in work locations/schedules to help our employees balance work/life priorities. Hybrid work schedules are available for a majority of our roles.
Our New Headquarters: Our new, state of the art, offices are located at One Manhattan West in Hudson Yards. When you’re in the office, you can conduct meetings in one of our high-tech conference rooms, have lunch with a view or play in the game room. Employees can also enjoy New York’s newest neighborhood that is home to more than 100 shops, culinary experiences, and public artwork.
A Savings for Commuting: Participate in the NHL’s pre-tax commuter benefit plan which helps offset the financial cost of traveling to and from our office.
NHL Partner Rates: Unlock exclusive pricing from our Partners that include savings on travel, consumer goods and services, plus the NHL Store.
Life at the NHL: In your first few days, you meet with your new teammates and the HR Team. You have the opportunity to learn more about the NHL and our workplace culture. Employees are invited to play hockey during our Tuesday Night Skate at Chelsea Piers, join our Employee Resource Groups and more. You are a part of our team and we encourage you to be your authentic self, adding to our dynamic workplace culture.
SALARY RANGE:
$100-125K
Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to: experience/training, market demands, and geographic location.
When applying, please be sure to include a cover letter with your salary expectations for this role. We thank all applicants for their interest in this opportunity, however only qualified candidates selected for an interview will be contacted. NO EMAILS OR PHONE CALLS PLEASE.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
