Sr Business Operations Analyst

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

What you get to do in this role:

• Act as a key player in establishing and executing strategic and tactical operational initiatives
• Lead programs targeted to support Operations initiatives for the Support Delivery organization in driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communications, compliance, quality, systems rollout, education/training coordination and liaison activities between cross-functional entities
• Ensure all related activities are delivered with a focus on customer service and quality
• Initiate and/or participate in strategic initiatives that impact the tactical approach to Technical support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing business needs
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers
• Drive as a key subject matter expert in the development of projects for the Technical Support Engineer and customer support experience

To be successful in this role you have:

• Minimum 3 years of industry experience
• Strong cross-functional Program/Project management skills including planning, scheduling, monitoring and stakeholder reporting
• Ability to work independently and in a team environment
• Ability to set clear direction by defining goals and priorities, and evaluate/support the business needs
• Strong documentation and presentation skills including creative thinking and willingness to work hands-on to deliver impactful outcomes
• Excellent problem solving and interpersonal communication is a strong requirement
• Demonstrates critical thinking skills, assimilates and implements new information rapidly and thinks strategically
• Gathers and analyzes data to understand the pros and cons of different decisions and options
• Must have a desire for achieving excellence in customer satisfaction and support service delivery
• Goal driven, self-motivated, persistent and professional
• Experience working in a fast-paced, team environment
• Prior experience as a subject matter expert in Support Operations is desirable
• Demonstrated experience in leading key projects, including leading strategic customer support programs from inception to successful rollout
• Looking for challenges and potential career growth opportunities leading to a management role. Prior experience in people management is desired - ability to hire competent performing people, taking responsibility for decisions and actions, manage functional responsibility and directs the work of others, and challenges employees to take responsibility for their performance/development. 
• Excellent analytical thinking, analysis, and problem-solving skills
• Ability to communicate abstract ideas clearly and independently manage complex project objectives
• Strong verbal and written communication skills, including negotiation, presentation, group facilitation, and influence
• Must be able to quickly pick up tools, systems, and processes
• Demonstrates specific service and operational skills necessary to achieve established and stretch business goals
• Must be able to work effectively with cross-functional teams while representing Support and work with others in collaborative fashion.
• Must be able to lead projects autonomously as well as in coordination with Technical Support leadership
• Must be able demonstrate thought leadership by thinking strategically
• Develop and deliver presentations across various levels of the organization
• Must be able to prioritize and manage multiple efforts based on needs of the business
• Manage team resources via forecasting and on-going program management
• Utilize active listening to ensure feedback drives new initiatives and identifies areas of improvement

JV20

ServiceNow is an Equal Employment 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

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