Job Description

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 of the job application, interview process, or onboarding please use this to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at .
U.S. Equal Opportunity Employment Information
Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. When submitting your application above, you are being given the opportunity to provide information about your race/ethnicity, gender, and veteran status.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Pay Transparency
Okta complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, .
Voluntary Self-Identification of Disability
Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026 Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract 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.

Skills Required