Lead - Operational Excellence - ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As a key member of our fast-paced team, you will play a pivotal role in showcasing the impact of Now on Now across the company.  You will be responsible for developing and maintaining advanced metrics, reporting, and dashboards for Now on Now.  Your role will involve proactively identifying new insights and innovative data analysis approaches to stay aligned with rapidly changing business trends. Excelling in prioritizing tasks and optimizing time management will be essential to navigating this dynamic environment. 

What you get to do in this role:

Reporting and Data Analytics:  Ownership of all Now on Now metrics, ensuring accuracy in format, fact-checking, and presentation of executive-level reporting on customer engagement metrics, including monthly, quarterly, annual, and ad-hoc reports.  Extract data sets, perform analyses, build data models, and support various initiatives such as pipeline, coverage, and product whitespace. 

Data Storytelling: Transform complex data and metrics into compelling narratives that clearly communicate the underlying insights and implications, going beyond raw numbers to reveal actionable trends and strategic recommendations. 

Metrics and Dashboards: Enhance and scale current dashboards to improve their intelligence and effectiveness. Work with various teams across the company to integrate Now on Now with existing dashboards, providing actionable insights and advanced forecasting capabilities. 

Predictive Analytical Insights: Generate scalable and actionable insights by utilizing AI-driven predictive analytics. Continuously explore new insights and innovative data analysis methods to stay aligned with rapidly evolving business trends. 

Stakeholder Collaboration: Partner with stakeholders to ensure metrics and data are accurate, timely, and consistent, while effectively managing documentation ownership. Be available to work with teams across different time zones as required. 

Process Improvement: Conduct in-depth analysis of existing processes to identify inefficiencies and areas for improvement. Collaborate with cross-functional teams to consolidate data sources and address data quality issues.   

Transformation Efforts: Support ongoing transformation initiatives by adapting to rapidly changing priorities, driving system and process improvements, and enhancing the efficiency and effectiveness of the analytics function. 

To be successful in this role you have:

• 12+ years’ experience in Finance / Sales, Business Operations
• In depth experience analyzing data, Performance Analytics, BI tools such as Business Objects, Tableau, etc. 
• Advanced capabilities in Microsoft Excel including advanced calculations and macros   
• Shows a strong appetite for carrying out data intensive discovery and assume pride in high degree of accuracy when delivering metrics and reporting  
• Strong analytical mindset, financial modeling, and reporting abilities 
• Self-starter who can multitask in fast-paced and often ambiguous environments  
• Is highly detailed oriented with the ability to meet deadlines and deliver at a high-quality level  
• Willingness to operate with a large set of executive stakeholders in a high-growth, pressure prompted, environment  
• Experience working for a SaaS organization preferred

For positions in California (outside of the Bay Area), we offer a base pay of $140,000 - $245,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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