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.

We are seeking a dynamic and experienced professional to join our organization as a Senior Manager of CSS Business Insights team. In this role, you’ll focus on driving operational awareness and insights to our Executive Team while partnering with leaders throughout CSS to fundamentally improve how we run our business. You will also use your skills to program-manage your programs. With a combination of exceptional analytical skills, an insatiable curiosity, and an entrepreneurial “get stuff done” mindset, you’ll help us better understand our customers, partners, and products, and drive important changes that will shape the future of the CSS organization.

What you get to do

• Lead and manage a team of senior process and insights managers responsible for delivering complex and insights on key initiatives.

• Define critical KPIs and build core operating dashboards to help teams drive operational rigor and manage performance

• Present recommendations to senior leadership, and drive the “follow through” of those recommendations to ensure smooth execution with a diverse array of cross-functional partners

• Create, enhance, and scale cross-functional end-to-end processes for continuous improvement

• Provide guidance and support to insights managers to ensure the quality of deliverables, successful project outcomes, and value realization.

• Elevate the insights as a practice with centralization, standardization, and ease of engagement for stakeholders.

• Foster a culture of collaboration, innovation, and engagement.

Qualifications

• Proven experience (10+ years) in enterprise customer support.

• Strong working knowledge of Microsoft Excel, reporting, and analytics

• Proven experience in managing highly impactful initiatives in an enterprise environment

• Modeling and data visualization skills

• Solid decision making, negotiation, and persuasion skills, often in ambiguous situations

• Superior communication and presentation skills

• Strong leadership skills, with the ability to motivate and increase individual and team know-how

• Strong analytical and problem-solving abilities, with the capability to interpret data and tell a story in a consumable way

For positions in the Bay Area, we offer a base pay of $143,300 - $250,700, 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.

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 lead with flexibility and trust in our distributed world of work. 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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) .

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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