Director, GTM Planning

Company Description
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.
Job Description
What you get to do in this role:

• Generate thought leading insights and analysis that inform and drive the strategic direction of ServiceNow's products, technologies, and operations.
• Lead and grow a team of analysts, data scientists, and data engineers that focus on business trend analysis as it relates to technical support, the customer experience, and the quality of our operations and product/service.
• Identify corrective/preventive actions for our operations, products and service Tell the story behind the metrics and the analysis, providing insight on the why and follow through to the what and how.
• Engage UTG leaders to deliver fixes in the platform and service to improve g., MTTR, reduce Support case load, improve upgrade behavior, assist release management, improve redline, ensure cloud security, etc.
• Work closely with all UTG leaders to identify opportunities for Knowledge Base articles that will reduce case load from our customers, improve Customer Support Efficiency thereby reducing MTTR and improving Problem association to support cases
• Establish processes to ensure consistency, accuracy and clarity in the delivery of business insights

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 leadership and management skills
• Proven record of thought leadership and a growth mindset
• 10+ years relevant work experience in the software technology industry
• Expert product sense and intuition
• Strong analytical background and creative problem-solving skills
• Experience creating roadmaps
• Demonstrated ability to drive multiple projects simultaneously
• Excellent verbal and written communication skills
• Experience with Product Management, Engineering, Customer Service or Problem Management, and the ability to demonstrate understanding of the associated processes in a dynamic cloud service environment.

JV20
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 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, 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.
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