Senior Manager, Business Process Management

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
The Senior Manager, Business Process Management will help strengthen ServiceNow's Technology & Services organization by driving analytics & reporting innovation, advancing data-driven practices and ensuring data quality and alignment with cross-functional verticals. This role will focus on implementing solutions to enhance decision-making, operational health, measurement and focus which support ServiceNow's growth objectives & drive efficiency across the Technology & Services organization, influencing Insights across CSS as well.
This role will be instrumental in:

• Helping identify data management and reporting opportunities and operationalize these within our own and our vertical partner organizations
• Implementing AI and other solutions to enhance reporting and analytics capture, telemetry and reporting
• Harnessing data-driven insights to accelerate growth opportunities for the organization
• Ensuring the success and impact of AI and other initiatives through data analysis, instrumentation and reporting

As the Senior Manager of ServiceNow Technology & Services Insights function, they will drive innovation by championing data-driven strategies and fostering a culture of curiosity and continuous improvement.
What you get to do in this role:

• Team Leadership & Strategy: Lead and mentor analytics teams, setting clear objectives and fostering a collaborative environment. Develop and implement data strategies aligned with business goals.
• Data Analysis & Reporting: Oversee the collection, analysis, and interpretation of complex data sets to provide actionable insights. Ensure the development of comprehensive reports and dashboards to inform business decisions.
• Stakeholder Collaboration: Work closely with cross-functional teams to understand business needs and translate them into analytical solutions.
• Data Governance & Quality: Establish and enforce data governance policies to ensure data integrity, security, and compliance with relevant regulations.
• Tool & Platform Management: Manage and optimize analytics tools and platforms

Key Responsibilities:

• Insights, Analytics and Reporting Strategic Leadership: Define and implement insights portfolio that aligns with ServiceNow's objectives, driving measurable business impact.
• AI Transformation: Lead the design and delivery of AI predictive analytics and reporting frameworks to improve forecast accuracy, optimize resource allocation, and uncover growth and efficiency opportunities.
• Advanced Analytics: Lead initiatives to analyze trends, customer behavior, TSE patterns and market dynamics, transforming data into actionable insights to guide our strategy.
• Team Development: Build and mentor our team of Analysts, fostering a culture of collaboration and innovation.
• Data Integrity: Ensure the highest data integrity, security, and compliance standards while enhancing the organization's data accessibility.
• Innovation Leadership: Stay ahead of emerging technologies, industry trends, and best practices in AI, analytics, data management and beyond. Continuously drive innovation and improvement to elevate Technology & Services Insights and analytics capabilities.

Qualifications
To be successful in this role, you have:

• Demonstrated track record of leading or influencing high-performance analytics and data teams, driving organizational change, and influencing stakeholders at all levels.
• Excellent communication skills, with the ability to translate complex data insights and technology transformation into actionable business strategies and storyboards.
• Ten years of experience in data analytics, including significant leadership experience in partnering with cross functional teams to drive strategic outcomes.

Experience should include:

• Expertise in statistical methods, predictive modeling, and data mining techniques to extract meaningful insights from large datasets.
• Deep understanding of the opportunities and constraints of different models, adept at participating in the selection of the right machine learning models, building pipelines for data ingestion and processing, and designing solutions that can learn, adapt, and improve over time. Understanding the broad landscape of AI/ML tools, platforms, and APIs.
• Deep understanding of enterprise data strategies, data architecture, and complex enterprise environments with system and data interdependencies.
• Understands enterprise data architecture with an ability to identify constraints and opportunities in introducing new frameworks, data models, or technology while establishing data governance.

For positions in this location, we offer a base pay of $152,700 - $267,300, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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.
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