Senior Business Operations Analyst - Customer Excellence Group (CEG)

Company Description
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.
Job Description
Business Operations:

• Provide business partnership support for Major Area VPs/AVPs
• Help manage business performance and attainment of key scorecard metrics, including GRR (Gross Retention Rate), NRR (Net Retention Rate) and Product Adoption
• Create and manage KPIs and scorecards for all individuals within the major area, including setting relevant targets down the IC levels
• Provide data and insights into the key trends related to GRR, NRR and adoption
• Help determine get-well plans and program manage activities mitigating low adoption and at-risk customers
• Manage headcount and budgets for respective major area
• Help prepare Major Area leader for key customer meetings, QBRs, etc with appropriate updates on the business
• Manage and maintain the budget, gather required inputs from leadership team and orchestrate department level reporting with Finance
• Manage Priority QBR cadence, accompanying deliverables and drive consistency of reporting.
• Assist in organizing strategy and planning sessions and deliverables.
• Be a thought-leader and influencer creating clarity out of ambiguity.

Communications Management:

• Provide guidance and help establish a culture that continuously strives towards best practices and operational excellence, while having fun.
• Drive and evolve our plan for internal communications in a timely, relevant and engaging manner.
• Implement thoughtful, innovative and engaging communications that build on and enhance ServiceNow's purpose, culture, and strategic priorities.
• Produce creative, relevant newsletters, All Hands decks, Now at Work posts, etc., rooted in our priorities; continually experiment with content to drive engagement.
• Identify and recommend creative ideas to improve business operations and communications - be proactive.
• Moderate social channels and constantly work to create authentic and engaging social/digital moments to support our culture.
• Coordinate, scope and advise VP and leadership team involvement in internal events as needed.

Qualifications
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.
• Proven operations or programme management skills, ideally within a Consulting or Professional Services environment
• Excellent understanding of budget and headcount management.
• Excellent understanding of functional operational processes.
• Excellent verbal and written communication skills, teamwork skills, and an engaging personality.
• Ability to translate business strategies into effective narratives.
• Proven ability to effectively interface with a diverse range of roles at all levels.
• Resourceful, self-motivated and able to independently prioritize shifting workloads in a high growth, ever changing environment.
• Ability to work in a matrix organization structure.

Additional Information
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 [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.
From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.