Business Process Analyst

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

What you get to do in this role:

• Support Partner queries through Calls/Chats and Zoom Meeting.
• Verify and onboard New Partner applications.
• Manage cases including Incidents and Request for all Partner programs
• Update partner accounts as requested via case tool
• Onboarding/Offboarding of partners via system
• Participate in User Acceptance Testing and Smoke Testing
• Manage Merger & Acquisition request of partners via portal
• Handle escalations and exceptions using case management; triage within the group or resolve
• Reporting/metrics across change requests, defects, and escalations
• Update and maintain process document library
• Operational support for all partner related inquiries
• Create/modify knowledge base solutions/FAQ (internal as needed)
• Acts as primary liaison between Partner Programs, IT, and Operations Team.
• Other duties as assigned

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 3-4 years combined experience in the areas of operations
• Customer service oriented with strong interpersonal skills and ability to positively interact with fast‐paced,
• Ability to drive collaboration with program management, functional and technical teams effective problem resolution.
• Handles self with highest level of professionalism in all communications.
• High energy with the capability to multi‐task in a dynamic, rapidly growing organization.
• Understanding of both domestic and international markets
• Excellent English speaking and writing skills
• Willing to work in 24/5 environment

JV20

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 [email protected] 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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