Business Operations Analyst, Americas, Customer Outcomes at ServiceNow
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.
Come join the Customer Outcomes Operations team, and work with a talented group of Sales, Services Delivery, Customer Success and Business Operations Leaders. We are focused on partnering with the Customer Outcomes organization to ensure they have the business processes, technology and analytics capabilities required to deliver amazing customer experiences.
The Business Operations Analyst for the Americas (AMS) team is a critically important role, enabling Customer Outcomes to work most effectively with its internal and external stakeholders and fulfill their commitments to ServiceNow and its customers. The position is a facilitative role that requires a combination of focus and flexibility, as well as a willingness to play an active, behind-the-scenes role. As a key business partner to the AMS Customer Outcomes leadership team, the role requires a highly resourceful individual with emotional intelligence, self-motivation and strong analytical and communication skills.
This position reports to the Director of AMS Customer Outcomes Business Operations. It encompasses several critical responsibilities:
• Prepare weekly forecasting materials - pipeline & bookings reviews with Sales Leaders, attainment to call/target, top deals review, pipeline health metrics. Work closely with Finance on revenue forecast and understand drivers behind performance.
• Provide operational support to measure, review and ensure successful execution of key performance indicators (i.e., bookings, revenue, utilization)
• Establish and drive operational business projects applying business-insights with data for the Go-to-Market Sales, Customer Engagement and Expert Services teams.
• Proactively identify, frame and propose mitigations to issues / risks requiring elevation to the key stakeholders
• Create ad-hoc reports & dashboards
• Prepare monthly and quarterly business reviews
To be successful in this role, we need someone who has:
• Minimum 2 years combined experience in Business Operations, preferably in a matrixed business partner role
• Direct experience in Professional Services operating model, preferred
• Expert data analysis, Excel and PowerPoint skills
• Experience in analyzing data to draw business-relevant conclusion
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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.